Fireplace Service Request

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If your Carbon Monoxide Detector sounds off, leave the house IMMEDIATELY and call 911.

If you require a 24H service call Enbridge at 1-866-763-5427

Discover more about fireplace safety and maintenance


Visit our friends at Valor & Napoleon for excellent resources and videos.


Valor’s Fireplace Remote Control YouTube Page

Napoleon Fireplace FAQ’s



Service & Maintenance Calls

Keep your gas fireplace in tip-top shape with annual service and maintenance performed by our licensed and qualified service technicians.

Service areas: Toronto and the GTA, Durham Region and Clarington.

Phone: 905-686-3666

Service desk business hours:

Monday – Friday 10:00am – 6:00pm
Saturday 10:00am – 4:00pm
Sunday Closed

Please note we are closed for all Statutory holidays

Before you call

Be prepared with the make, model and serial number of your fireplace.

Before the technician arrives

Don’t have your fireplace on for at least 3 hours before our technician arrives.

If you need to cancel or re-schedule, that’s not a problem. Please just call us as soon as you know. If our
technician gets to your home and you aren’t there, we reserve the right to charge you for the service call.

Who services fireplaces?

Our licensed technicians service your fireplace.

How often should fireplaces be serviced?

We recommend once a year.

How do I pay for the service call?

We accept cash, cheque, debit or credit when service is rendered.

I just had my fireplace installed last year and now it won’t turn on. Why?

If you have a remote control, change the batteries in the handheld and the receiver.

Where can I find the serial number of my fireplace?

It can usually be found in your owners’ manual or on the rating plate inside your fireplace.

How long does a cleaning take?

Usually 45 minutes to an hour for the average fireplace.

When should I call to make an appointment?

During the winter months, it can be a 2 or 3 week lead time for an appointment. If your schedule allows,
book an appointment in the summer or fall.

Why did your technician shut down my fireplace?

When a certified gas technician finds that an appliance or work is in an unacceptable condition that
constitutes an immediate hazardous situation, he or she must immediately shut off the appliance and
the supply of gas to the appliance.

When can I get my fireplace turned back on?

We will make every effort to find the parts to make the necessary repairs to make your unit safe again.
Unfortunately, this isn’t always possible.

I bought some parts online that look like they’ll work. Why can’t I just fix it myself?

Parts can only be sold to and installed by licensed technicians. Appliances can only be re-activated by a
certified gas technician after he/she is satisfied the unsafe conditions have been corrected and the
appliance or work is compliant with all safety regulations. It is your responsibility to ensure corrections
are made by a certified gas technician.