Service & Support

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Service & Support for your LaHazza Hearth & Stone Equipment

Below list some of the common service questions we receive. If you are unable to find what you are looking for here, please check our FAQs & Troubleshooting & Safety Precautions sections, or Contact Us and we will be glad to assist you further.

1 - Can I change the look of my fireplace?

Most gas fireplaces have facing and trim options to suit your aesthetic desires. Fireplaces can be given a variety of enhancements through changing the stone facing or surrounds, and or shelving/mantel options.

2 - Can I convert my gas fireplace to a wood burning fireplace?

Unfortunately not.

3 - How can I find the model and or serial number?

Each fireplace has a rating plate either inside the operating door or in the lower controls cavity.

For wood-burning fireplaces look for a metal serial/model plate in the upper left or right sides of the firebox, sometimes they can be found etched/riveted into a smoke shield behind the screen.

For gas burning fireplaces and inserts look for a plate in the lower cavity where the controls are located.

Stoves have a serial/model/rating plate attached to the back of the stove typically or within the base of the pedestal.

4 - I have a fan kit on my unit, but it doesn't seem to blow much air.

Fan kits are equipped with a rheostat control, either manual or via remote control.  Similar to a light dimmer.  You can get more air from your fan by making sure the fan control is turned up to the desired level. The fan control can be found in the control area behind the lower louver of the fireplace, or on a wall switch.

5 - I have an odor in my gas fireplace.

On gas fireplaces that are not brand new and are emitting some odor, try cleaning behind the upper and lower louvers. Dust can cause odor. Another source of odor can be the items you have on your mantel. Remove all objects from your mantel and then replace the objects one at a time. A third source of odor can be from the adhesives used in surround materials. This will need to be investigated by your installer. If these suggested sources don’t correctly identify the odor, contact your dealer where the fireplace was purchased and have your fireplace inspected.

6 - Is direct vent the same as ventless?

No, absolutely not. A direct vent uses a high temperature glass panel to seal off the burn area of the fireplace from the interior of the home. It pulls 100% combustion air to feed the fire from outside the home. Because of its design, a direct vent gas fireplace will not affect the indoor air quality of your home. Since no air from your home is going up the chimney, a direct vent model is very efficient. Vent free should actually be called room vented since the by-products of gas combustion all spill back into the room. The single largest by-product of the gas combustion process is water vapor. Over sizing or overuse of a vent free hearth product can lead to excess moisture in a well built, tightly constructed home. Excess moisture inside the home can contribute to odors, mold and mildew inside the home.

7 - My remote control is not working, why?

The following are the top reasons why remotes do not function:

1) Batteries do not have enough power or are installed incorrectly.
2) Misunderstanding on how the remote features operate the fireplace.
3) The slide switch on the receiver is not in the correct position.
4) The remote hand-held transmitter has not had the “learn” function activated to the receiver.
5) For standing pilot units, the thermopile must generate a minimum of 200 Millivolts. The fireplace requires more millivolts to operate via the remote control because it adds resistance to the system.
6) Defective component, for which replacement parts can be purchased or replaced under warranty within 1 year of the purchase of the remote.

8 - The fireplace flame does not turn on/off at the desired temperature, why?

When 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 the fireplace will not turn on and off. The thermostat is set with a 2 degree F (1 degree C) range to avoid continuous cycling of the fireplace.

9 - The temperature reading on my hand-held transmitter does not match my house thermostat temperature, why?

Each system is calibrated by the manufacturer and may not match exactly. If the temperature readings are within 3 degrees this is within the specification.

The temperature from one device to another is difficult to determine. The location of the thermostat is very important to the temperature that you are reading at any point in time. The important thing to remember is that you should develop a comfort area and the appliance will keep you at your comfort level rather than the exact temperature read out.