Frequently Asked Questions

CAUTION: ALWAYS REMOVE YOUR FIREPLACE GLASS PRIOR TO LIGHTING YOUR PILOT
STEP 1: Locate gas supply valve (typically behind louvers, below glass opening - may be red or blue).
STEP 2: Open valve by pivoting handle to be parallel to gas line.
STEP 3: Locate pilot assembly with spark igniter (located behind and below logs in the firebox - typically in the bottom center).
STEP 4: Then locate red or black igniter button.* Push igniter to verify spark at pilot area.
STEP 5: Locate the black or green valve control knob (knob with the words "ON", "OFF" and "PILOT" on it). Push in and rotate counter-clockwise until the word "pilot" is in the 6 o'clock position.**
STEP 6: While pressing and holding in the valve knob (in "PILOT" position - it should press in about 1/4"), press the red piezo button repeatedly (once per second) until the pilot ignites. If the pilot does not light, wait 5 minutes and try again. Once the pilot is lit, continue to hold the valve knob in for 30 seconds, then slowly release.
STEP 7: If the pilot light goes out, contact your nearest dealer for service. Remember to shut the gas supply valve off (picture #1). If it remains lit, press the valve knob in slightly and rotate counter-clockwise until the word "ON" is in the 6 o'clock position.
STEP 8: Finally, turn the unit's ON/OFF switch (or wall switch or remote control) to the "ON" position to start your fire. Make sure you put the glass front back on the fireplace prior to burning your fireplace. Make sure the glass is securely clamped on, at all points, prior to replacing the front.
STEP 9: Enjoy your fireplace!

* If you do not see a red or black spark igniter button, you do not have a manual ignition system. If power is actively supplied to your fireplace, simply turn the on/off button, wall switch or remote control to "on" to ignite your main burner.
** Note: Some valve assemblies may be inverted in their brackets. If yours appears to be the mirror image of picture #4, then the word "PILOT" will be in the 12 o'clock position to light the pilot, and "ON" will be set to the 12 o'clock position to turn on your main burner.

CAUTION: ALWAYS REMOVE YOUR FIREPLACE GLASS PRIOR TO LIGHTING YOUR PILOT
It is very important to clean your glass after the initial 3 hours of burn time. Failure to do so can cause permanent etching of your glass. 1) Make sure your glass is completely cooled. It is also recommended to turn the gas off when servicing your appliance.
2) Remove the front face or louvers of your fireplace; carefully remove the glass assembly of your fireplace (following the instructions in your manual) and lay it on a soft surface.
3) Wipe both sides with household glass cleaner (do not use a product with ammonia), using a soft cloth.
4) For heavy deposits, use Stove Bright Glass Cleaner , Rutland White Off Glass Cleaner, or other hard water deposit glass cleaner recommended by your servicing dealer.
5) Carefully replace glass on front of fireplace (following the instructions in your manual), making sure glass assembly and front are secured.
6) After this initial cleaning, clean your glass as often as necessary, particularly if adding new ember material. Never use any abrasive cleaners or cloths to clean your glass. Scratching can cause the glass to shatter.
We are your local dealer within a 200 mile radius of Joplin, Mo. Please contact or visit our store for questions or to set up a service/maintenence visit from our factory trained technicians

The Fireplace & More Store
2009 Stephens Blvd.
Joplin, Mo 64804
417-781-4500
Yes. We recommend annual service of your fireplace by a qualified serviceperson. This will ensure that your appliance is functioning properly.
When the remote is in the thermostat mode and the temperature of the room has not exceeded the desired temperature setting by 2 degrees Fahrenheit or 1 degree Celsius the fireplace will not turn on and off. The thermostat is set with a 2 degree F (1 degree C) range to avoid continuous cycling of the fireplace.
1) The on/off switch on the fireplace and/or wall may be in the on position. This will over ride the remote control feature.
2) The remote is in the thermostat mode (SMART-STAT and RCT-MLT models) and the temperature of the room has not exceeded the desired temperature setting by 2 degrees Fahrenheit or 1 degree Celsius.
3) Batteries in the hand-held transmitter are old and underpowered. May work up close and will not work a few feet away.
4) Hand-held transmitter is outside of the 25’ of operation.
5) Hand-held transmitter has been dropped and the frequency has been moved off the frequency of the receiver.
Wood burning fireplaces, inserts, and stoves are capable of operating with zero power. Our gas fireplaces and inserts by Heat & Glo come with a back-up battery pack underneath the front of the unit and require 4 AA Batteries. Pellet Stoves and inserts have an additional feature that will give you the option of a 12 Volt cord to make the fireplace operational during electric outages. Please contact our store for that upgrade feature.
On new wood-burning fireplaces, first determine what you are burning. You should only be using seasoned wood, newspaper, or kindling. Firestarters can cause a smell. Seasoned fireplaces: what have you burned in the past? Have you cleaned the fireplace prior to burning? If you have used firestarters and/or prefabricated logs, these products are bound together with a wax-type substance, which does not dissipate. This wax can pool and has been found under the hearth refractory and can cause a very foul odor. Also check what is on top of the fireplace. Remove all objects from mantel to see if this eliminates the smell.
Please refer to the installation manual or users guide for your fireplace to see how the glass is attached to your specific model and instructions for removal
If your system is controlled from an IntelliSwitch wall control, the batteries may be left in the unit. If not, install the batteries only when there is a power outage.
Many of our gas fireplace models that have louvers or grills on the front can have a fan kit added. You will want to make sure that electricity is run to the junction box underneath the fireplace first, before ordering & installing a fan kit. You can test the junction box by plugging a lamp into the junction box and switching it on and off. Also make sure the circuit breaker is not tripped. If there is no electricity to the junction box you would have to run electric to the fireplace first before the fan kit could be installed. You can order a fan kit through our store; installation instructions are packed with it or we will happily install it for you to ensure safety and guarantee.
Installation of our hearth products must be done in strict accordance with local or national building codes, and the unit's installation manual. We recommend that our products be installed by a factory-trained professional. This also allows us to guarantee our work for your safety and future service convenience.
You need to check with the manufacturer of your television. We follow the recommendations of the TV manufacturer. NOTE: we take no responsibility of any damage caused by the heat of the fireplace.
No. The Manufacturer’s Suggested Retail Price (MSRP) shown on the website includes the fireplace or appliance only. Fronts, piping, surrounds, gas or electric connections, and installation will be in addition to this suggested price.
In an effort to deliver quality products, service, and safety, Hearth & Home Technologies, Inc. distributes our family of products exclusively through authorized and trained distributors and dealers. Occasionally, individuals will attempt to sell products online without the consent of the manufacturer. Heatilator, Heat & Glo, and Quadra-Fire do not authorize the sale of products online. Here are a few things to consider if you are contemplating an online purchase of a quality hearth product.

Warranty - Heatilator, Heat & Glo, or Quadra-Fire does not warranty products sold outside of our authorized dealer network, nor will they warranty service work on the product that is performed by anyone other than an authorized dealer. In addition, the warranty on our products applies to the original owner only and is nontransferable.

Customer Expectations -Dealers are trained to evaluate your specific needs and suggest to you the products that will best meet those needs. When buying products online, you may be purchasing products that are not ideal for your situation and, as a result, be more costly than you anticipated. The products also require specific venting components with restrictions as to their installation which may not be evident in the purchase without a trained dealer to assess the installation application and recommend the appropriate venting schemes.

Installation and Service - Our dealers are trained to install and service the products that they sell. We strongly recommend our products be installed and serviced our factory trained installers. Your warranty will be void if the product is not installed, operated and maintained in compliance with local building codes and with the instructions in the installer’s guide, owner’s guide and listing agent identification label furnished with the product. Your warranty will also be void if any service work is performed on the product by anyone other than an authorized representative. Furthermore, many local dealers will not service a fireplace they did not sell, making the authorized service of your product much more expensive. Lastly, the installation and set up of a product requires very specific installation and operational accessories. These accessories are often times not included in online sales, and can be very difficult and expensive to find after the fact.
Remote Controls are a consumer convenience. They are great for the busy lifestyles of today and will enhance the relaxing mood created by our gas fireplace by allowing the user to relax in their favorite chair and operate their fireplace while reclining in comfort. They are especially convenient in large rooms where a switch on the fireplace or on the wall is not always easily accessed. It is also an extremely popular option for bed/bath sitting rooms.
Flame height adjustments are available on many gas units. Check the manual for your appliance, or talk with your dealer, to see if you have this option available
No. Doing so will void the warranty on your fireplace and possibly void your homeowners insurance. An unvented gas log set that complies with the ANSI Z21.60 standard as a vented gas log set can be used as long as the damper is removed from the unit, but any other type of unvented log set will cause hazardous conditions.
No. The louvers allow room air to move around the heat exchanger. Blocking this air flow can cause fires and will void your manufacturer's warranty and possibly your homeowner's warranty.
No. The damper must be in the fully open position when using a wood-burning fireplace. Partially closing the flue (chimney) damper can cause smoke to spill into the room when burning wood, or cause carbon monoxide (CO) to come into the room when using gas logs.
Not on a direct vent or B vent model. A gas fireplace is an engineered system that includes the firebox, burner, logs, venting and options which are tested and listed by AGA or UL. Changing any of the specifications or placement of the logs could void your manufacturer's warranty, and possibly even your homeowner's warranty.
Our fans are purposely designed at lower CFMs (cubic feet per minute). There are two reasons for this. This first is to minimize fan noise. Second, a high velocity would tend to cool the air temperature coming out of the top louver of the fireplace. The fan is designed to move warm air into the room, not to move air clear across the room
On gas fireplaces that are not brand new and are emitting some odor, try cleaning behind the upper and lower louvers. Dust can cause odor. Another source of odor can be the items you have on your mantel. Remove all objects from your mantel and then replace the objects one at a time. A third source of odor can be from the adhesives used in surround materials. This will need to be investigated by your installer. If these suggested sources don’t correctly identify the odor, contact your dealer where the fireplace was purchased and have your fireplace inspected.
The glass on a gas fireplace WILL reach very high temperatures. USE CAUTION: Carefully SUPERVISE children in the same room as your appliance; alert everyone to the hazards of high temperatures; do NOT operate with protective barriers removed; keep clothing, furniture, draperies and other combustibles away. Barriers such as screens over our direct vent glass help reduce the risk of burn from touching the glass.
While direct vent gas fireplaces are designed principally for their aesthetic value, we try to get as much heat output as possible to provide added value to the homeowner. It should be noted that while we are getting a lot of heat, we are passing the ANSI and UL standards for combustible temperatures. The allowable is 117°F above room temperature for combustibles. Average room temperature is 70-75°F; therefore a 187-192°F surface temperature can be expected. On a solid surface, 150°F is very hot to the touch (to put this in perspective, water boils at 212°F and the average bath water temperature is 110°F).
Each system is calibrated by the manufacturer and may not match exactly. If the temperature readings are within 3 degrees this is within the specification.

The temperature from one device to another is difficult to determine. The location of the thermostat is very important to the temperature that you are reading at any point in time. The important thing to remember is that you should develop a comfort area and the appliance will keep you at your comfort level rather than the exact temperature read out.
Intermittent Pilot Ignition is an electronic system, which uses an electrode to ignite the pilot gas. In turn, the pilot flame lights the main burner gas. The term Intermittent is used because the pilot burner flame is only present when the main burner is operating. When the main burner is off the pilot is also off. The IPI system ensures the pilot flame extends over the burner for immediate ignition and secondly conserves energy when the appliance is not in operation.

Intellifire, an ignition system exclusively featured in Heatilator, Heat & Glo & Quadra-Fire products, is an energy-saving pilot ignition system for gas fireplaces and inserts. It provides an ignition flame only when needed and has a battery backup system that supplies power to spark the ignition flame in the event of a power outage.
If your fireplace does not have a gas starter, arrange kindling (small diameter sticks) in a crisscross pattern on top of crumpled newspaper under the grate before arranging the logs. Arrange logs in a safe way to ensure that logs don’t roll out during burning. Note that the first few fires you build in your wood-burning fireplace should be small to help avoid excess cracking or spidering in the refractory. NOTE: Do not over fill your fireplace, as this will cause unsafe operation.
There are several possible causes of feeling cold air from a wood fireplace. You will want to make sure the damper is closed. Also check the installation manual for any other potential openings that may need to be shut. If the fireplace is mounted on cement versus plywood, that can also transfer cold into your home. If the chase area or doghouse is not insulated adequately, that is another possibility. Please check with your builder or installer on the insulation of the chase.
This is normal in the first few minutes of operation. If after the first 30 minutes of full burn you still have blue flames, an adjustment may be needed on your unit. For assistance with this, contact your dealer.
Most fans are wired into the fireplace with a fan sensor switch. This switch will activate the blower when the firebox heats up to a certain temperature. It will also automatically turn the blower off when the fireplace is turned off and the unit cools to a certain temperature. This sensor is provided so that you will not be circulating cold air in your home. The amount of time needed to heat up the fan sensor will differ depending on the model of your fireplace. It is common that blowers installed in Firebrick products will take longer to sense the heat and turn on your blower. Firebrick has greater insulating characteristics and holds the heat inside your firebox resulting in higher radiant heat and greater efficiencies
If your model has a standing pilot light, it does not require house current at any time to operate; or if your appliance has our patented IPI or IPI+ System, which works on a battery back up of 2 "D" or 4 "AA" batteries (depending on the particular ignition system), it will work in event of a power outage. You will need to install batteries for operation. If you have a fan or a remote control option, they will not work without power, but the appliance itself will burn and provide heat. (If you have a remote control, you may need to operate the appliance with the ON/Off switch in the control area of the appliance).
The Quadra-Fire wood stoves incorporate secondary burn tubes, which are more efficient, burn cleaner and require less maintenance than stoves with catalytic converters. More than 50% of the heat from your wood stove comes from burning the smoke, and stoves with secondary burn tubes burn that smoke inside the firebox, instead of in your chimney. Generally, the Quadra-Fire wood stoves average fewer emissions versus the EPA standard of 6 grams per hour. They are very clean burning. And, over the life of a catalytic converter stove, you will need to replace the converter several times. This is quite a costly maintenance requirement. You will not need to replace the heat tubes on the Quadra-Fire stoves.
In many cases a gas fireplace has several facing and trim options. Fireplaces can be given a "face lift" by changing the stone facing or surrounds, and wood mantel options. To view your options you can either download the brochure for your fireplace or visit our store and our trained salesman can show you your options and tell you the benefits of the choices.
No. But, if you have a previous wood burning insert/fireplace we can convert it to gas by putting in a gas insert if the demensions allow it.
No, with today’s venting options, direct vents can go literally anywhere in the home. The vent can terminate vertically through the roof or horizontally through an exterior wall. Your local dealer will be happy to assist you in determining the best venting option for your particular layout.
Each fireplace has a rating plate either inside the operating door or in the lower controls cavity. On that rating plate is your model number and serial number. Wood-burning fireplaces have a metal serial/model plate in the upper left side or right side of the firebox, or riveted on the smoke shield behind the screen. Gas burning fireplaces and inserts have a serial/model/rating plate in the lower cavity controls area. Gas stoves have a serial/model/rating plate attached to the back of the stove or inside the pedestal base. Pellet inserts are on the bottom of the hopper lid. The pellet stoves serial/model/rating plates are located on the back of the stove.
No, absolutely not. A direct vent uses a high temperature glass panel to seal off the burn area of the fireplace from the interior of the home. It pulls 100% combustion air to feed the fire from outside the home. Because of its design, a direct vent gas fireplace will not affect the indoor air quality of your home. Since no air from your home is going up the chimney, a direct vent model is very efficient. Vent free should actually be called room vented since the by-products of gas combustion all spill back into the room. The single largest by-product of the gas combustion process is water vapor. Over sizing or overuse of a vent free hearth product can lead to excess moisture in a well built, tightly constructed home. Excess moisture inside the home can contribute to odors, mold and mildew inside the home.
An outside air kit provides additional combustion air to the fireplace that feeds the fire with oxygen from outside your home. This will help the performance on any fireplace installed in tightly-constructed or well-insulated home. If you are installing a wood burning or B-Vent gas fireplace, you should consider installation of an outside air kit.
Zero clearance has two meanings. The first is whether or not the fireplace can be placed on a floor without footings. All of our fireplaces that are built in or inserts are classified as zero clearance, meaning they do not need special footings. The second meaning of zero clearance is if you are able to finish up to the face of the fireplace, so that no metal shows after installation is complete. There are several models on our website that are capable of this clean-faced, zero clearance finish. Contact our store or salesman on which models are suitable for this type of installation.
A flue is another name for the fireplace chimney or venting system.
Intermittent Pilot Ignition is an electronic system, which uses an electrode to ignite the pilot gas. In turn, the pilot flame lights the main burner gas. The term Intermittent is used because the pilot burner flame is only present when the main burner is operating. When the main burner is off the pilot is also off. The IPI system ensures the pilot flame extends over the burner for immediate ignition and secondly conserves energy when the appliance is not in operation.

Intellifire, an ignition system exclusively featured in Heatilator, Heat & Glo & Quadra-Fire products, is an energy-saving pilot ignition system for gas fireplaces and inserts. It provides an ignition flame only when needed and has a battery backup system that supplies power to spark the ignition flame in the event of a power outage.
Steady State: An efficiency rating is testing only the efficiency of the fireplace when it is burning. AFUE (Annual Fuel Utilization Efficiency): Both the on cycle and off cycle are calculated in this rating. By including the off cycles (when the fireplace is turned off) a more accurate yearly operational cost can be estimated.

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Contact Info

2009 Stephens Blvd.
Joplin, MO 64804

Email: sales@thefireplaceandmorestore.com
Phone: 417-781-4500

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