About This Service
Do not diagnose by odor alone
An odor can be associated with deposits, moisture or another condition, and the description alone cannot identify the source. Tell us when you notice it and whether use or weather changes the symptom. We assess the concern before recommending the corresponding work.
Describe the timing of visible water
Tell us where water first appears and when you noticed it. A stain can mark an earlier event rather than an active entry point. Assessment considers the reported pattern and relevant chimney components without assuming that the nearest visible crack caused the leak.
Preserve details about unusual operation
Describe when the behavior started, whether it happens consistently and which appliance is affected. These observations help frame the assessment. They do not substitute for checking the installed system, and you should not reproduce an unsafe symptom for a photograph or demonstration.
Revisit Requirements When the Model Changes
A replacement fireplace chosen after an earlier assessment may have different installation requirements. Tell Twin about the change before assuming the previous scope still applies. The existing opening, connection and surrounding work need to be considered for the product now proposed, not only the one originally discussed.
