Common Questions

Do you have a question? Hopefully, we have an answer. Below, we’ve compiled an extensive list of questions that are commonly asked by our customers. If you cannot find the information that you need in any of the following categories, feel free to contact us and we would be glad to help!

Frequently Asked Questions

  • Are there renewable energy tax credits available for purchasing one of your heating appliances?

    For the most up to date answer to this question, please visit this web page.

  • Can I buy one of your hearth products online?

    Unfortunately, our products are not available for purchase online. Please visit our page Products. if you’re looking for a product we distribute, Contact Us. today to schedule service, or visit us in Eau Claire or Minocqua. We look forward to hearing from you!

  • How do I light my pilot?

    If your pilot light is not lit, the gas burner will not light. This creates a potentially dangerous situation by letting highly flammable gas escape. DO NOT try to light your pilot if you smell gas. If you smell gas anywhere in your house or near your water heater, call your gas supplier. If not, follow the steps below:
    1. Locate the gas supply valve- this is usually behind lourvers, typically red or blue.
    2. Open the valve by pivoting handle to be parallel to the gas line
    3. Locate pilot assembly with spark igniter (typically in the bottom center behind logs in the firebox)
    4. Locate red or black igniter button, push igniter to verify spark at pillow area.
    5. Locate the black or green valve control knob (knob has ON, OFF, and PILOT written on it)
    6. Push in and rotate counter-clockwise, until PILOT is in the 6 o’clock position
    7. While pressing and holding in the valve knob, press the red piezo button repeatedly, about once a second. If it doesn’t light, wait 5 minutes and try again.
    8. Once pilot is lit, continue to hold the valve knob for 30 seconds, and slowly release.

  • How can I get my fireplace, stove, or insert serviced?

    At Fireside Hearth & Home, we provide comprehensive service for a wide variety of hearth brands including Heat & Glo, Heatilator, and Quadrafire. The service price will vary depending on your brand, model, and the service needed. You can save on maintenance costs by having your product serviced annually, or by scheduling your routine maintenance in the months of May, June, July, or August. If you’d like more information, or are looking to schedule an appointment, please contact us today!

  • Where can I buy accessories or parts for my hearth product?

    You can order parts through Fireside Hearth & Home.

  • What does “zero clearance” mean?

    Zero clearance can mean one of two things. Zero clearance can refer to the fact that your fireplace, stove, or insert can be placed directly on the floor without any footing. All of our fireplaces are zero clearance – so you do not need any specialty footings. Zero clearance can also refer to how closely you are able to finish around your fireplace. In this case, a zero clearance fireplace can be finished up to its face, with no metal showing once it is installed. Browse our comprehensive selection to find models suitable for this type of installation.

  • What is a flue?

    Fireplace chimneys or venting systems are sometimes referred to as flues.

  • Can I install my own fireplace, stove or insert?

    In order to guarantee that your hearth is installed correctly according to factory standards and local building codes, we recommend having a licensed factory technician install your fireplace.

  • Should I have my fireplace, stove, or insert inspected?

    Yes! It is essential to have your hearth product inspected, and serviced annually to ensure that it is in good working order.

  • If I’m converting my wood fireplace to gas, which is better, a gas insert or gas logs?

    Choosing which is right for your home comes down to two factors, heating efficiency and cost. If you are looking for an inexpensive option, gas logs are about five times less expensive than an insert. With that being said, gas inserts are extremely efficient, and because of that, it will pay for itself over the course of several years. Whichever you choose, we offer a wide selection of both. But, you cannot install vent-free or room-vented gas log sets in a wood burning fireplace. This will void the warranty on the fireplace, and can potentially void your homeowners insurance.

  • What is a start up service?

    This service happens after we've installed your new gas fireplace. If it's a newly remodeled home, our friendly technicians will show you how to correctly and safely maintain and operate your brand new fireplace. If it is a new home, this service is done after the gas and electrical are connected to the home, usually right before you move into your new home. Our technician will ensure the fireplace is clean and working properly. In either type of installation our technician will make sure your fireplace is set up and working properly for your enjoyment. Some people will install the fireplace themselves and have us do this service to make sure they did it correctly ensure proper installation.

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