Question 1

When should I call for emergency fireplace service?

Accepted Answer

You should call immediately if you smell gas, hear hissing sounds, see unusual flame colors (yellow/orange instead of blue), experience pilot light issues, notice carbon monoxide detector alarms, or if your fireplace won't shut off. Any safety concern warrants an emergency call.

Question 2

Do you respond at night or on weekends?

Accepted Answer

Yes, we provide true 24/7 emergency service, including nights, weekends, and holidays. Our certified technicians are always on standby to respond to your fireplace emergencies.

Question 3

What smells or sounds are dangerous with a fireplace?

Accepted Answer

A strong gas or sulfur smell, hissing sounds from gas lines, continuous clicking from the ignition, or loud popping noises are all signs of potential danger. If you smell gas, evacuate immediately, shut off the gas valve if safe to do so, and call us from outside the building.

Question 4

Can I relight a pilot light myself?

Accepted Answer

While some pilot lights can be safely relit following manufacturer instructions, if it won't stay lit or repeatedly goes out, this indicates a problem requiring professional diagnosis. Never attempt to relight if you smell gas.

Question 5

Do you service commercial buildings and strata properties?

Accepted Answer

Yes, we specialize in commercial and strata fireplace services. We offer priority emergency response, maintenance contracts, and fleet servicing for multi-unit properties across Metro Vancouver.

Question 6

How quickly can a technician arrive?

Accepted Answer

Response times vary by location but typically range from 25-60 minutes depending on your area in Metro Vancouver. We prioritize gas leak and safety emergencies for the fastest possible response.

Question 7

Do you carry replacement parts on your service vehicles?

Accepted Answer

Yes, our service vehicles are fully stocked with common parts including thermocouples, thermopiles, ignition modules, gas valves, pilot assemblies, and more. Most repairs are completed on the first visit.

Question 8

Can gas fireplaces cause carbon monoxide emergencies?

Accepted Answer

Yes, improperly functioning or poorly maintained gas fireplaces can produce dangerous carbon monoxide. Signs include soot buildup, yellow flames, and CO detector alarms. If your CO detector sounds, evacuate immediately and call emergency services, then contact us for inspection.

Question 9

What brands of fireplaces do you service?

Accepted Answer

We service all major brands including Napoleon, Montigo, Valor, Regency, Heatilator, Kingsman, Enviro, Dimplex, Lennox, Majestic, and Continental. Our technicians are trained on all makes and models.

Question 10

How much does emergency fireplace repair cost?

Accepted Answer

Costs vary depending on the issue, parts needed, and time of service. We provide transparent upfront pricing before beginning any work. Emergency service calls include diagnostics, and we'll quote the repair before proceeding.

Question 11

Do you offer same-day fireplace replacement?

Accepted Answer

Yes, when repair isn't feasible or cost-effective, we offer same-day replacement service with premium brands. Our technicians can assess whether replacement is the better option and complete installation the same day.

Question 12

What areas do you serve?

Accepted Answer

We serve all of Metro Vancouver and the Lower Mainland, including Vancouver, Burnaby, Richmond, Surrey, North Shore, Tri-Cities, Langley, Delta, and surrounding areas.

Question 13

Are your technicians certified?

Accepted Answer

Yes, all our technicians are Red Seal certified and TECA (Technical Safety BC) certified for gas fitting. We're fully licensed, bonded, and insured for your protection.

Question 14

What if my fireplace is under warranty?

Accepted Answer

We work with all major manufacturers and can perform warranty service. We'll verify warranty status and handle all documentation for warranty claims when applicable.

Question 15

Can you inspect my fireplace for safety?

Accepted Answer

Yes, we provide comprehensive safety inspections including checking for gas leaks, proper venting, carbon monoxide risks, and overall system functionality. Regular inspections help prevent emergencies.

Question 16

Why won't my fireplace pilot light stay lit?

Accepted Answer

Common causes include a faulty thermocouple, thermopile failure, gas supply issues, draft problems, or a dirty pilot assembly. Our technicians can quickly diagnose and repair the specific issue.

Question 17

Is it normal for my fireplace glass to get hot?

Accepted Answer

Some heat is normal, but excessive heat, cracking, or glass that's too hot to touch nearby indicates a problem. This could be due to airflow issues, incorrect venting, or burner problems requiring immediate attention.

Question 18

What does it mean if my fireplace flame is yellow or orange?

Accepted Answer

A healthy gas fireplace flame should be primarily blue. Yellow or orange flames indicate incomplete combustion, which can produce carbon monoxide. This requires immediate professional service.

Question 19

Can you fix my fireplace remote control?

Accepted Answer

Yes, we repair and replace all types of fireplace remote controls, wall switches, and smart control systems. Issues can range from batteries to receiver problems or wiring issues.

Question 20

How often should gas fireplaces be serviced?

Accepted Answer

We recommend annual professional maintenance before the heating season. However, if you notice any issues like unusual sounds, smells, or performance changes, call for service immediately.

Question 21

What if I smell gas but the fireplace isn't on?

Accepted Answer

This is a serious emergency. Evacuate immediately, don't use any electrical switches or flames, shut off the gas meter if safe to do so, and call us from outside. Gas leaks are our highest priority.

Question 22

Do you service electric fireplaces?

Accepted Answer

Yes, we service electric fireplaces including LED flame effect issues, heating element problems, and control system failures. We're experienced with all major electric fireplace brands.

Question 23

Can you service fireplace inserts?

Accepted Answer

Absolutely. We service both gas and electric fireplace inserts, including installation, repair, and replacement services.

Question 24

What payment methods do you accept?

Accepted Answer

We accept cash, credit cards, debit cards, and e-transfer for your convenience. Payment is due upon completion of service.

Question 25

Do you provide maintenance contracts?

Accepted Answer

Yes, we offer annual maintenance agreements for both residential and commercial clients. These include priority emergency service, regular inspections, and discounted rates.

Question 26

Why is my fireplace making a clicking sound?

Accepted Answer

Clicking can indicate the ignition system trying to light, expansion/contraction of metal as it heats/cools, or a failing component. If it's continuous or excessive, professional diagnosis is recommended.

Question 27

Can you convert my wood fireplace to gas?

Accepted Answer

Yes, we can assess your wood-burning fireplace and install gas inserts or logs. We'll ensure proper venting and safe installation according to all codes.

Question 28

What causes fireplace glass to fog up?

Accepted Answer

Fogging usually indicates incomplete combustion, airflow issues, or condensation problems. This can lead to carbon monoxide production and requires professional service.

Question 29

Is it safe to leave a gas fireplace on overnight?

Accepted Answer

Modern gas fireplaces with proper safety features can run continuously, but we recommend having regular safety inspections and working carbon monoxide detectors. Never leave a malfunctioning fireplace running.

Question 30

Why does my fireplace turn off by itself?

Accepted Answer

Automatic shut-offs can be caused by thermocouple failure, low gas pressure, venting issues, safety sensor activation, or thermostat settings. Professional diagnosis will identify the exact cause.

Question 31

Can you replace just the glass on my fireplace?

Accepted Answer

Yes, we stock and replace fireplace glass for most major brands. Cracked or broken glass should be replaced immediately as it's a safety hazard.

Question 32

Do you service pellet stoves?

Accepted Answer

Yes, we service pellet stoves and fireplaces, including auger systems, ignition, and control boards. We're experienced with Enviro and other major pellet stove brands.

Question 33

What is a thermopile and why does it fail?

Accepted Answer

A thermopile generates electricity to power gas valve operation. It can fail due to age, corrosion, or excessive heat. When it fails, your fireplace won't stay lit.

Question 34

Can fireplace problems cause my furnace to malfunction?

Accepted Answer

While they're typically separate systems, both share gas supply lines. A gas pressure issue could affect both. We can inspect both systems if you're experiencing multiple problems.

Question 35

Why is there water around my gas fireplace?

Accepted Answer

Water can come from condensation in direct-vent systems, leaking venting, or external water intrusion. This needs immediate attention to prevent damage and ensure safe operation.

Question 36

Do you provide written estimates?

Accepted Answer

Yes, we provide detailed written estimates for all repairs before beginning work. You'll know exactly what the service will cost with no hidden fees.

Question 37

Can you install a new fireplace?

Accepted Answer

Yes, we provide complete fireplace installation services for new construction and replacement installations. We'll help you select the right model and ensure proper installation.

Question 38

What should I do if I see soot around my fireplace?

Accepted Answer

Soot buildup indicates incomplete combustion and poor air quality. This is a safety concern that requires professional cleaning and adjustment. Don't use the fireplace until it's been serviced.

Question 39

How long do gas fireplaces typically last?

Accepted Answer

With proper maintenance, gas fireplaces can last 15-25 years. However, components like thermocouples, valves, and electronic ignitions may need replacement during that time.

Question 40

Can you service my outdoor fireplace or fire pit?

Accepted Answer

Yes, we service outdoor gas fireplaces and fire features, including repairs, installations, and safety inspections.

Question 41

What if my fireplace error code isn't in the manual?

Accepted Answer

Our technicians have access to comprehensive technical databases and manufacturer resources. We can diagnose and resolve error codes even if they're not in your manual.

Question 42

Do you work with property managers and strata councils?

Accepted Answer

Yes, we have extensive experience working with property managers, strata councils, and building managers. We can provide fleet servicing, maintenance contracts, and priority emergency response.

Question 43

Can you upgrade my fireplace control system?

Accepted Answer

Yes, we can upgrade to modern remote controls, smart thermostats, and app-controlled systems compatible with your existing fireplace.

Question 44

What causes a fireplace fan to stop working?

Accepted Answer

Fan failures can result from motor burnout, wiring issues, thermostat problems, or control board failure. We stock replacement fans for most brands.

Question 45

Is black soot on my fireplace glass normal?

Accepted Answer

No, excessive soot indicates incomplete combustion. This needs adjustment of the air mixture or burner cleaning. It can also indicate a more serious safety issue.

Question 46

Can you service commercial kitchen fireplaces?

Accepted Answer

Yes, we service commercial fireplaces in restaurants, hotels, and other businesses. We understand commercial regulations and can schedule service during off-hours.

Question 47

What if I can't find my fireplace model number?

Accepted Answer

Our technicians can identify most models by inspection. The model number is usually on a metal tag inside the fireplace or on the control valve.

Question 48

Do you recycle old fireplaces?

Accepted Answer

Yes, when replacing a fireplace, we properly dispose of or recycle the old unit according to environmental regulations.

Question 49

Can you service my two-sided or see-through fireplace?

Accepted Answer

Absolutely. We're experienced with all fireplace configurations including two-sided, three-sided, and peninsula installations.

Question 50

Why does my fireplace smell like burning plastic?

Accepted Answer

This could be dust burning off at first use, but it can also indicate overheating components, electrical issues, or melting parts. If it persists, shut down the unit and call us immediately.

Question 51

Do you offer financing options?

Accepted Answer

Contact us to discuss payment options for larger repairs or replacements. We work with you to find affordable solutions.

Question 52

Can you fix a fireplace that hasn't been used in years?

Accepted Answer

Yes, we can inspect, clean, and repair fireplaces that have been inactive. A thorough safety inspection is essential before operating a long-dormant fireplace.

Question 53

What if I need service during a power outage?

Accepted Answer

Many gas fireplaces can operate during power outages with battery backup. We can install or repair backup power systems. We also respond to emergencies during outages.

Question 54

How do I know if my fireplace venting is working properly?

Accepted Answer

Signs of venting issues include soot buildup, condensation, smell of exhaust inside, or difficulty starting. Annual professional venting inspection is recommended.

Question 55

Can you help with insurance claims for fireplace damage?

Accepted Answer

Yes, we can provide detailed reports and documentation needed for insurance claims related to fireplace damage or malfunction.

Question 56

What's the difference between a direct vent and B-vent fireplace?

Accepted Answer

Direct vent fireplaces use outside air for combustion and vent directly outside through a wall. B-vent uses indoor air and vents through the roof. Both have different repair considerations.

Question 57

Do you provide fireplace safety training?

Accepted Answer

Yes, we can provide safety training for building staff, property managers, or homeowners on proper fireplace operation and emergency procedures.

Question 58

What should I do before your technician arrives?

Accepted Answer

Provide clear access to the fireplace, note any specific symptoms or error codes, have your model information if available, and ensure someone 18+ will be present.

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