What follow-up should I expect if something doesn't work right after my fireplace is installed?
Call us at (828) 545-0525 and we come back out. Every install is backed by both the manufacturer's warranty and our own workmanship guarantee, so a fault in the first weeks is on us to fix, not on you to troubleshoot. Most issues are a quick adjustment. Never open a gas unit yourself — that's our licensed work.
Break-in quirks versus a real problem
Some early behavior is normal and not a defect. A brand-new gas unit gives off a faint odor and maybe a little haze on the glass for the first several burns as the paint and materials cure — that passes. What isn't normal: a pilot that won't stay lit, a blower that won't spin, glass that won't seal, or a flame that looks wrong. If you're seeing any of those, don't live with it — that's exactly what the follow-up is for.
How our follow-up actually works
You call, we diagnose, and because our techs carry the common parts on the truck, most issues get fixed in a single visit. A fresh install rarely fails on a part — it's usually a setting, an air adjustment, or something that shook loose, and that's covered under our workmanship guarantee at no charge to you. We also run a 24/7 emergency line, and no-heat calls get prioritized in winter, so you're never stuck cold waiting on a callback.
Why you don't touch the fix yourself
It's tempting to pop the panel and poke at the pilot, but opening a gas valve or ignition assembly is licensed work in North Carolina for good reason, and doing it yourself can also void the manufacturer's warranty. Let us handle it — it's what we're here for, and it keeps your coverage intact. Keep your paperwork and the model information handy so the callback goes fast, and call (828) 545-0525.
Related questions
- Do fireplace installers offer their own workmanship warranty on top of the manufacturer's warranty?
- Will the installers show me how to operate my new fireplace before they leave?
- Why does a new gas fireplace smell during the first few burns, and how long does the break-in period last?
- What happens if the installers find hidden damage during the installation?
- Will the company that sells and installs my fireplace also service it in future years?
- How long does a gas fireplace last?
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