Getting from a problem to a booked visit takes four steps, and the first one is the one people skip. Before anything else, establish whether what is happening is an emergency: a chimney fire, a carbon monoxide alarm, a smell of gas, or a room filling with smoke means everyone out and a call to 911 or your gas utility from outside, not a form. Assuming it is not that, you describe the appliance, the fuel, when it was last serviced and what has changed. That request goes to an independent qualified company serving your town, who contact you to confirm scope and access, and that conversation is where a photo-based understanding becomes a real one. Then the visit happens and you get findings, not a verdict: what was found, what has to be dealt with before the appliance is used again, and what can reasonably wait.
1. Rule out an emergency first
A chimney fire, a carbon monoxide alarm, any smell of gas, or a room filling with smoke that is not clearing: everyone out of the building, then call 911 or your gas utility from outside. Do not restart the appliance to see whether it happens again, and do not wait for a technician. If a fire happened and went out on its own, that is not an emergency any more, but the appliance stays off until a Level 2 inspection.
2. Tell us about the problem you have
The appliance, the fuel, about when it was last serviced, your town and what has changed. Those five things are what make a request routable. “My chimney needs looking at” produces a phone call to establish what should have been in the form; “a pellet insert, three winters since anyone touched it, shutting down after twenty minutes” produces a visit by someone carrying the right parts.
3. The company contacts you
An independent qualified company serving your area gets in touch to confirm the scope, the access and a date. The point at which photographs help: of the appliance, the connection, and the stack from the ground. Never climb onto a roof or approach a damaged chimney to take one; no picture is worth that, and the inspection carries the technical evidence anyway.
4. Findings at the visit, not a verdict
A good visit ends with you knowing three things: what was found, what must be addressed before the system is used again, and what is wear that can reasonably wait a season. For an inspection that comes as a written report with photographs, and camera stills where the level involved a scan: a document a third party can act on without you translating it.
The four steps, and what each one produces
Step one is the one people skip, and it is the only one where the answer might be to close this page and dial 911.
| Step | What you do | What comes out of it |
|---|---|---|
| 1. Rule out an emergency | Check whether it is a fire, a CO alarm, a gas smell or a filling room | Either a 911 call, or permission to carry on here |
| 2. Describe what you have | Appliance, fuel, last service, town, what changed | A request that can be routed without a phone call first |
| 3. The company contacts you | Confirm scope and access; send photos if asked | A confirmed date and an understood job |
| 4. The visit | Give access; be there for the findings if you can | Findings, a scope, and what must be done before next use |
Common questions about how it works
How long does it take to hear back?+
It varies with the season, and September and October are much slower than July. If the request describes a stop-use situation, say so in the form: that is what the urgency question is for.
Does someone have to be at the property?+
Yes: access is needed to the appliance and commonly to the roof or an interior chase. Being present for the findings conversation is worth it, because photographs of a cracked tile mean far more with the person who burns in the appliance there.
What if I do not know what my appliance is?+
Choose the closest option and say so in the description. A photograph of the appliance and its top or rear connection settles it quickly, and getting it wrong at intake is a wasted visit instead of a disaster.
Can I book a specific date?+
You arrange that with the company that contacts you. Booking in summer, not October is the single biggest thing that gives you a choice of date instead of a date.
What if the quote changes on the day?+
It can legitimately, since a scope built from photographs is a starting point. What should not happen is extra work being done without your agreement. A good contractor tells you what would change the number before starting.
Do I pay the site or the company?+
The company. Any contract and any payment is between you and them, and this site is not a party to it. Also why the price ranges here are market estimates and not quotes.
Can I cancel?+
Sending a request is not a commitment to anything. Once you have arranged work with a company, cancellation terms are theirs and worth asking about when you book.
What if nobody covers my town?+
We will tell you, not sit on the request. Coverage varies with the season and with how far out you are, and an honest no is more useful than silence.
Will I get one company or several?+
Your request goes to a company serving your area. If you want to compare quotes, get a second one yourself and ask both for the same specification detail, or the numbers are not comparable.
How do I prepare for the visit?+
Have the appliance cold, clear access to it and to the roof or chase, know about when it was last serviced, and have any previous report to hand. Most of it.
What if they find something serious?+
You should be told plainly whether the system can be used in the meantime, shown the evidence, and given a scope instead of a verdict. If serious findings are described but never shown, that is worth a second opinion.
Can I get the report for my insurer?+
Yes, and say at booking if you need it in a particular format. A dated report with photographs and camera stills is what insurers ordinarily want, and having it before they ask is easier than after.