We are very greatful for his customer service above and beyond the call…

Learn the basics for smoking meat with your new Primo grill.

Do NOT touch the glass or any metal part of your fireplace. These are heat producing appliances and you can be burned by them.

The Maximum allowable surface temperature is 117° F OVER ambient (room) temperature. Thus, if a room is 70° – 80° the exposed combustible surfaces immediately surrounding the Fireplace can have a surface temperature as high as 187° F. – 197° F. (Too hot to touch) and still be safe.

Yes, Call for a service technician to come out and take a look

NO – Then you need to break-in your fireplace

 During the initial burn and curing cycle of any fireplace, it is normal for the appliance and any accessory item installed on the Product to emit some amounts of smoke and odors.

The sources of the emitted smoke and odor are normal emission of paint curing chemical reaction at high temperatures, evaporation of manufacturing related oils or lubrication, small amounts of dextrin emitted from heated gaskets and insulation materials and small amounts (less than 0.5 grams) of polyester burning emissions from glass gasket adhesive film.

Smoke emission is to be expected for the first 2-1/2 hours of initial burn on high fire with fans turned off. Remove or disconnect any smoke alarms which may alarm during this period of initial burn. Prior to initial firing, it is required that the glass gasket to firebox face seal be thoroughly inspected to make certain glass gasket is seated properly and sealing properly. (This is done by our technicians during the finish on the fireplace )

It is recommended that during the first 2-1/2 hours of initial burn, that all windows in the room be opened to evacuate emitted smoke and odors. If anyone in the home has allergies or any is sensitive to smells or smoke that they not be in the home during the initial burn of the fireplace.

Following the initial burn, some slight odors may be present but will diminish with further use and will completely dissipate.

Any odors that are emitted from the appliance are of non-toxic origin.

If you are not the original owner we recommend doing the “break-in” on your fireplace. Sometimes it can take multiple days or burns for the smell to completely go away. We recommend running the fireplace for 6 – 8 hours on high for 3 consecutive days. If you still have the smell, call to have a service technician come out and take a look.

This information can be found in your owner’s manual. If you can’t find it give us a call and we would be happy to try and help you over the phone.

IPI (Intermittent Pilot Ignition) – This is also sometimes referred to as “Electronic Ignition” Your pilot light is not on all the time. When you turn your fireplace on you may here a faint “tick, tick, tick” noise and then the pilot will light and then a few seconds later your fireplace burner will turn on.
CPI (Continuous Pilot Ignition) - Your pilot light (blue flame down by your logs or alternate media) will be on all of the time
If you live in a colder state like Minnesota the manufacturer recommended that even if you have and IPI (Intermittent Pilot Ignition) system that when the temperatures fall below 32 degrees that you switch your fireplace into the CPI (Continuous Pilot Ignition) for the colder months. Your fireplace will have easier time lighting.

We do not service fireplaces that come from the Big Box Stores as our technicians are not familiar with these fireplaces and parts are not readily available from our distributors.

Yes! We have full time service technicians that go through regular training so they are up-to-date on the most current information for all of the brands we carry.