SUPPORT

KJB Fireplaces Service & Support Request

Need Help With Your Fireplace?

We’re here to help.

If you’re experiencing an issue with your fireplace, insert, or outdoor fire feature, please use the form below to submit a Service & Support Ticket. This allows our team to quickly identify your system and respond with the right solution.

All requests submitted through this page are sent directly to service@kjbfireplaces.com and reviewed by our service team.

What We Can Help With

Our service department commonly assists with:

Fireplace not turning on or staying lit
Pilot light or ignition issues
Gas or electric system concerns
Remote or wall switch malfunctions
Unusual noises, odors, or error codes
Annual service or maintenance requests
Warranty-related questions

If you’re unsure what type of fireplace you have, no problem — visual examples are included below to help guide you.

Submit a Service or Support Request

Please complete the form below with as much detail as possible. Providing accurate information helps us diagnose your issue faster and schedule service efficiently.

Customer Information

Full Name

Phone

Street Address

City/State

Zip Code

Fireplace Details

Fireplace Type

Brand / Manufacturer (if known)

Model Number (if known)

Approximate Installation Year

Issue Description

Brief description of the issue

When did the problem start?

Is the unit currently operable?

Yes No

Preferred Contact Method

Phone Email

Please attach photos of your fireplace

What Happens After You Submit?

Once your request is received:

Our service team reviews your submission
A technician may contact you for additional details
We’ll coordinate next steps, whether troubleshooting, scheduling service, or warranty guidance

Please allow 1–2 business days for an initial response. During peak seasons, response times may vary.

Safety Notice

If you smell gas, experience active sparks, or believe there may be a safety issue:

Turn off your fireplace immediately
Shut off the gas supply if applicable
Contact your gas provider or emergency services before submitting this form