Help & Troubleshooting

Straight answers about fireplaces and heat pumps, written by the people who actually service them on the Island. A fair number of the calls we take end up being something you can sort out yourself in a few minutes; the guides below show you how.

No heat right now? Call the service line on (250) 544-6789, or book a repair visit.

Common problems

Longer guides to the faults we are called out for most, including what is safe to check yourself and what needs a ticketed gas fitter.

Why Does My Fireplace Smell?Smell is the hardest thing we get called about. There is no instrument that measures it, people differ enormously in how sensitive they are, and a…Why Does My Gas Fireplace Bang or Pop?A bang from a fireplace gets your attention in a way almost nothing else in the house does. The good news is that most of the…Why Won’t My Gas Fireplace Pilot Light Stay Lit?This is the call we take more than any other. The pilot lights, burns fine while you hold the knob in, and then dies the moment…Will Your Gas Fireplace Work in a Power Outage?On an island where a stray car or a November windstorm can put a good chunk of the Peninsula in the dark for half a day,…Gas Fireplace Won’t Turn On? Five Things to Check Before You CallThe first cold week of the year is our busiest, and it is not because every fireplace on the Peninsula breaks at once. It is because…

Quick answers

Shorter questions — running costs, servicing intervals, venting, warranties, what we will and will not work on — are collected on our frequently asked questions page, which is searchable and grouped by topic.

Booking service or repair

Fireplace repair — something is broken or not working properly
Gas fireplace service — the annual clean and safety check, with our rates published
Heat pump maintenance — keeping a mini split running efficiently
Repair or replace? — read this before spending money on an older unit

We look after all makes and models across Greater Victoria, including units we did not install and units whose original installer has since closed. Call (250) 544-6789 or request a visit online.