Does the dealer handle warranty claims, or do I have to contact the manufacturer myself?
The dealer who installed it handles it — that's us. When Steady Flame installs your fireplace, we register it and keep your serial number and install date on file, so we become your single point of contact for any warranty issue. You call (828) 545-0525; we deal with Napoleon, Heat & Glo, or Regency. You never chase a manufacturer yourself.
The dealer is your buffer
Hearth manufacturers don't sell to homeowners and generally won't process a claim directly with one — they work through their authorized dealers. So when something fails, you're not meant to call the factory at all. You call the company that installed the unit.
We diagnose the problem, determine whether it's a covered defect, and file the claim on your behalf with the serial number and installation record already in hand. For the brands we're an authorized dealer for — Napoleon, Heat & Glo, and Regency — that relationship is direct and fast. For the other major brands we install and service, the process is the same; we handle the manufacturer so you don't have to.
What happens when there's no dealer in the middle
This is exactly where units bought from a big-box store or online leave people stuck. There's no installing dealer who registered the unit, documented the install, or has a standing relationship with the brand — so the homeowner ends up on the phone with a manufacturer, proving purchase, describing a fault they can't diagnose, and often being told to find a qualified tech anyway.
You become your own general contractor on a warranty claim. Buying from and installed by one accountable company avoids all of it.
One company, from sale to the tenth winter
The reason we push single-source so hard is that it pays off years later. We keep your records, we know your unit, and we're the same local crew you can reach at (828) 545-0525 when a valve acts up in January.
We service all major hearth brands, so even if you inherited a fireplace we didn't install, we can usually still run the claim or the repair. That continuity — appliance, install, permit, and future service under one roof — is the whole point.
Related questions
- How do I file a warranty claim on my fireplace?
- Is the warranty different if I buy a fireplace online instead of from a dealer?
- Does it matter whether my installer is a factory-authorized dealer for the brand I'm buying?
- How long are typical warranties on gas fireplaces, inserts, and stoves?
- Do fireplace installers offer their own workmanship warranty on top of the manufacturer's warranty?
- How long does a gas fireplace last?
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