Currently, we are only able to provide service to our customers. If you purchased your products from our company, we will be happy to provide service. We are running about 4-6 weeks out. As of November 15, 2018. Please call 615-255-4551 to set up a service call. At this time we are trying to return phone calls in 48 hours Monday- Friday only. During cold weather our store is Extremely busy. We are a specialty store and our sales staff is trained on our products only. If you need information or parts on a brand that we do not carry, We cannot assist you. Look on the manufacturers website, this will help you locate a dealer for your products. We hope this helps you. Also, if you have a remote control on your ventfree gas logs. Please check your batteries in the remote and in the fireplace. We find Quite often this is the problem. However, ventfree gas logs need to be serviced every two years.