What happens if my fireplace arrives damaged or the wrong model is delivered?

Why going through an installer protects you

Freight damage is a fact of life with heavy appliances — a corner gets crushed, glass cracks, a panel shifts. The difference is who absorbs the headache. Because the unit routes to us and we install it, we're the ones who inspect the crate, spot the problem, file the claim, and reorder. You're never the middleman stuck negotiating with a manufacturer over a damaged box that showed up at your door.

This is one of the real, unglamorous reasons a showroom-and-installer beats piecing the job together yourself. When the appliance and the labor are one accountable company, a cracked panel is our problem to solve, not a claim you're left to file alone.

What we verify before install day

We check the model number against your quote, confirm the fuel type, and look over the glass, logs, and venting components. Fuel is a big one in the mountains — a natural-gas unit for the Asheville and Hendersonville mains is set up differently than a propane unit for Fairview, Candler, Brevard, and the cabins. The wrong-fuel setup soots and underperforms, so we confirm it early. See [/guides/natural-gas-vs-propane-in-wnc](/guides/natural-gas-vs-propane-in-wnc).

We also confirm the trim and finish match what you picked on the showroom floor — the front, the media, the interior panels — since those are easy to swap at the factory and annoying to discover after the unit is framed into a wall.

If something's wrong

We tell you straight, reorder the correct or undamaged unit, and reschedule the install. We won't put a compromised appliance on your wall just to hit a date — a cracked glass or wrong model gets corrected first. That's part of being one accountable company for the whole job. Questions on your order? Call (828) 545-0525.