User Care
CONTACT US
1. How do I care for the finish of my cast iron stove?
Cast iron is also extremely low maintenance. Black painted stoves may need some touch up paint; Enameled stoves will usually clean up easily with a duster and any mild cleaner.
Porcelain touch up kits are available if necessary if your enamel gets chipped.
2. Does it matter if I burn wet wood?
YES. Wet wood has moisture still in it, which results in lower burn temperatures. Lower burn temperatures result in slower or worsened draft as well as in creosote buildup. You want to burn seasoned wood which has been split and stacked for a minimum of 8 months.
3. Does it matter what type of pellets I burn?
YES! The best pellets to burn are hardwood pellets that have a low moisture content. The stove will not only function best on these mechanically, but it will also provide much more heat and efficiency.
You do not want to burn softwood pellets with high moisture content. These pellets tend to clump together, causing jams and malfunctions, as well as a noticeable negative difference in heating efficiency.
4. What do I do to prevent my gas heating appliance remote from going on when I am away from home on vacation ?
Please check the manual that came with your Heating Appliance , remote controls run on a frequency, each brand has its own remote control settings and directions, just like a TV remote does.
If you have a Heat and Glo or Hearth & Home Technologies appliance the remote controls have a manual switch on the receiver that can be turned to the OFF position. This switch is manual and will break the contact with the power source, whether it is battery or 120V power.
This switch is just like the main power switch that controls any electrical appliance. It is completely unnecessary to unplug or remove batteries from the receiver.
5. Why is my remote not working?
It depends on the type of fuel appliance you have, what brand of Stove or Fireplace your remote is controlling.
Please refer to the manual that came with your Stove or Fireplace, contact or call our Service Department ,we can help or arrange for a service call .
Depending on the age of the remote, it may still be under warranty.
Contact us.
2 Top reasons below…
1) Batteries are old, check your batteries. Put fresh batteries in.
2) Misunderstanding on how the remote features operate.
6. How to light my Pilot.
Learn the simple steps of how to relight a Heat & Glo® standing pilot fireplace.
7. My remote control will not shut off my Fireplace or Stove.
Reasons why remote will not turn off.
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.
8. How do I clean the glass on my Fireplace Doors?
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.
