Gas Service
What should I know about Gas Service?
Are your service technicians certified?
Do you recommend routine maintenance on gas logs, insert or fireplace?
How much do you charge for routine maintenance?
I have a gas fireplace, insert, or log set that isn't
working. Will you fix it?
Do you work on vent free units?
What is your lead time on gas service?
Do you guarantee your work?
My existing fireplace or log set needs parts. Can you get them for me?
How do I determine what brand of fireplace or log set I have?
My old fireplace logs are ugly, but the burner is fine. Can I get a new log
set but keep the old burner?
Are your service technicians certified?
A:
Absolutely! All of our gas service technicians are NFI certified—a voluntary
system established by the National Fireplace Institute. NFI sets the highest
standards of safety for the hearth industry. Learn
more about the NFI certification process. We also regularly send our service techs to manufacturer's training seminars, as well as seminars put on by professional organizations. Keeping our service techs up to date with the latest information provides better value for our customers and ensures that the safest best practices are being utilized. Education for excellence is a company value of Wooden Sun!
Do you recommend routine maintenance on
gas logs, insert or fireplace?
A: Yes we recommend annual maintenance on all gas appliances to ensure they
are burning safely and efficiently.
How much do you charge for routine maintenance?
A routine gas maintenance call in season (September through April) costs $99.00. A second unit in the same home is $69. In the off season the first unit is $89 and the second is $59. Routine maintenance includes
(as needed): cleaning the logs, the burner, and the glass, ensuring the
logs are placed properly (owner's manual must be available), lighting the pilot, testing the unit, cleaning and
adjusting the main burner and pilot, and replacing any batteries if there
is a remote control.
I have a gas fireplace, insert, or log set that isn't working. Will
you fix it?
A: We're happy to make a service call for any vented gas
log set, insert, or fireplace and give you a diagnosis. Depending on
the brand (How do I determine what brand of fireplace or log set I have?) and
age of the fireplace we may or may not be able to get parts, but we will let
you know what we can do once we've made a diagnosis. The cost for a service call
to diagnose the problem is $95.
Do you work on vent free units?
A:
We will work on vent free units, but we want you to be aware that they can cause health problems,
both for you and your home. For more information on vent free gas, and why
many in the industry think they are a bad idea, click here.
There are good, efficient, attractive alternatives to vent free logs. Even
if you do not have a chimney, it is almost always possible to install a gas
direct vent stove or gas
fireplace. If you do have a chimney, a direct
vent gas insert is a good, reasonably priced alternative. Direct vent appliances
are the best choice for a healthy, safe, efficient and clean burning gas
decorative heating appliance.
What is your lead time on gas service?
A: May through September, our lead time is generall the same week.
During the busy cool season, September through April, lead times can be as
two weeks. We recommend having your gas appliance
serviced in the spring or summer, so it will always be ready to use when
it gets cold.
Do you guarantee your work?
A: Yes, if the gas appliance is one of the brands we sell. We honor our manufacturers'
parts and labor warranties, and we warrant the installation of these parts
and products from defects of workmanship for life (as long as you own the
product). Unfortunately, we cannot warrant the parts or labor for brands
we do not sell.
My existing fireplace or log set needs
parts. Can you get them for me?
A: If your existing fireplace or
log set is one of the brands we sell, then we should be able to get parts,
depending on its age. If it is a brand we do not carry, but is a standard
part like a thermopile, we still may be able to get the part. If it is a
part specific to your brand of fireplace, and it’s
not a brand we carry, then we can install the parts but we may not be able
to order them for you.
How do I determine what brand of fireplace
or log set I have?
A:
Gas log sets should have two aluminum tags attached by a small chain or wire
cable to the log grate in the firebox, or behind the lower louvers where the
valve and controls are housed. The tags, whcich are approximately five inches
by six inches, give the manufacturer and model, as well as other useful information.
They may be buried under the sand or vermiculite in the firebox, or even pushed
under the burner pan.
Fireplaces will often have a metal tag riveted to the top right or left side of the firebox with the manufacturer’s information. It may be obscured by soot but should be legible once the soot is wiped away. It may also be hidden behind the interior firebrick panels. If the fireplace has louvers, the plate is frequently behind the bottom louvers.
If you cannot find the manufacturer’s information on your fireplace, fill out our Online Service Form, and we can schedule an appointment to come out and take a look.
My old fireplace logs are
ugly, but the burner is fine. Can I get a new log set but keep the old burner?
A: That will depend on what kind of logs you have. Vent-free logs cannot be
replaced except with the identical logs from the manufacturer--they come from
the manufacturer with a specific log set and must be used with that set only.
If the existing set is damaged, it may be possible to order a replacement set,
but Wooden Sun will not install them for you. Why we don't work on vent
free units
Vented gas logs may be able to be replaced, depending on the brand and type. If you know the brand and model, give us a call or send us an email, and we should be able to tell you if we can get another type of logs for your set. How to find the brand and model of a log set
