Proudly American
Handle a gas smell as an emergency
If you smell gas, leave the building and call 911 and your gas utility from a safe location. Do not try to light the fireplace, operate electrical switches or investigate the leak. A routine booking form is not the right response to an active gas concern.
Describe the stage at which operation stopped
Without trying to recreate the fault, note what you already observed: no response from the control, a display message, a click without ignition or a flame that went out. These observations are different. None establishes which part has failed, so avoid ordering a valve or control solely from an online symptom list.
Identify the control as well as the fireplace
Record the appliance model and the remote or wall-control model if available. Mention a recent power interruption, maintenance visit or control change. Manufacturer instructions vary by appliance and ignition system. A reset procedure found for a different model should not be treated as universal.
Prepare the service request
State when the fireplace last worked normally and whether the fault happened once or repeatedly. Keep the appliance off when its operation is unexplained. If model information is not safely accessible, send the records you have and leave physical identification for the visit.
- Appliance and control identification, if known.
- What was observed without repeating the failure.
- Recent work, power changes or error messages.