Common Questions

Parts, Service and Warranty

• Where can I get an owner's manual?
• Where can I find a service technician / chimney sweep?
• Who do I contact if I have a problem with my unit?
• Where can I purchase units / parts / accessories?

Safety and Installation

• The mantel surface above my fireplace is hot to the touch, is this a fire hazard?
• Is it safe to mount televisions, electronics or other valuable items above my fireplace?
• Our brand new fireplace has smoke coming off the paint, is this normal?

Owner Information

• Can I convert my vent free fireplace or log-set to another gas?
• How do I find the model number of my Vermont Castings product?
• Our gas appliance worked fine the first few seasons, but now we have to re-light the pilot frequently.
• Why isn't there a phone number where I can reach Vermont Castings customer service?

Remote Controls

• What is the length of warranty for Ambient Technologies products?
• How far away will the transmitter communicate with the receiver?
• The operating instructions state “In manual mode, the transmitter will not turn off the appliance even if the room temperature is above the target temperature.” What does this mean?
• I’ve noticed when my wife parks her car in the garage our fireplace comes on. Can an outside source influence the operation of my remote control unit?
• I can’t turn off my fireplace with my transmitter. Up until today my remote control unit has operated perfectly. How come I can’t turn it off today?

Wood Stoves

• Do I need a permit to install my wood stove?
• What type of floor protection do I need under my stove?
• Will I need wall protection?
• What is the best way to store firewood?
• Why does my stove smoke or puff smoke?
• What advantage is an ash drawer?
• What does the term EPA mean?
• What is the technical data per the 2015 Standards of Performance for residential wood heaters?
• Why does the EPA tag on my stove say a different efficiency than the specs published for the stove by the manufacturer?
• Why does my glass get so dirty?
• What do I use to clean my wood stove glass?
• When do I need to replace my stove gaskets?
• Why does the fire go out or smolder when I close the door or the bypass damper?
• Why do I need a thermometer?