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4. Forshaw Fireplace Service Department FAQ

Forshaw runs one of the largest fireplace service departments in the St. Louis area. We work on many brands of fireplaces, and we efficiently fix thousands of units every year. In order to best service our cusotmers, we have some standard practices that are outlined below. If you haven’t had service from us before, please review the information below so you’re informed before we arrive!

What days of the week can I have a service call?	We run service Monday through Friday. During the fall and winter, we will sometimes have Saturday availability, but we cannot guarantee a Saturday appointment.
What are the hours for a service call?	On Monday – Friday, our trucks leave our shop at 630am and return ~330pm, so our stops are from ~7am ~ 3pm. Occasionally these windows will change slightly based on volume and weather.
How to I pick the date and time?	When we enter your service work order, we’ll give you the date of service. Then, 1-2 business days before your appointment, we will call, email, or text to confirm a 2 hour time window for the appointment. The 2 hour window covers the arrival time of the technician. Most jobs can be completed in the 2 hour window, but some jobs may run over.
How do I know what I will pay?	We charge a flat rate for service calls ($319 for gas, $339 for wood chimney sweeps). This covers our multi-point inspection standard prodecure. If we have all the information about your fireplace (model, serial, valve type, etc) at order entry, we can add the necessary repair parts and tell you those prices up front. We like sending parts on the initial trip because this also cuts down on the need for return trips. If we do determine that you need an additional part not on the truck, we will advise of the cost either later that day or the following day. We do our best to call out when additional repairs will likely be necessary, but there are some cases where we cannot determine a total price until we work on the unit.
When is the balance due?	All service call fees are due when the service call is performed, regardless of outcome. If we are unable to return the unit to working order, we will advise of additional cost for labor and parts needed.
Can I reschedule my appointment?	Yes you can reschedule. We operate on a first come, first served basis. If you cancel your spot, you’ll get the first available slot.
How can I request a service call?	You can fill out our service call form on our website, or call 314-993-5570 and select the service call option.
What products do you service?	We will service products we’ve sold. If your original order is in our system (our records are fully detailed back to 1994), then we can reference what you bought and have no issue scheduling the call. If it wasn’t purchased from us, we will still service these brands, regardless of where they were bought: Realfyre, Heatilator, Heat & Glo, Monessen, Quadra-fire, Vermont Castings, Empire, Majestic, & Mendota

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