If you own an Empire Comfort Systems gas fireplace, wall heater, or propane heater, you've probably had a few practical questions that aren't always easy to find answers to. This FAQ covers the most common things people ask us—about the thermostats, finding our phone number, and even a few related home maintenance topics like check register use and screen door repairs.
I work in quality compliance for a regional HVAC supplier, and I review hundreds of tech support tickets and customer calls every year. These questions come up more often than you'd think.
1. How do I set or program my Empire Comfort Systems thermostat?
Empire Comfort Systems thermostats are generally straightforward. Most models use a simple dial or basic digital interface.
- Dial thermostats: Turn the dial to your desired temperature. It clicks into place. That's it.
- Digital thermostats: Press the up/down arrows to set the temperature. Some models have a separate switch for fan (On/Auto) and system (Heat/Off).
- Programmable models: Refer to the manual for your specific model number (it's usually on the back of the thermostat housing). The process varies, but generally involves setting a clock and then entering time/temperature pairs for different periods.
The most common issue I see: people set the thermostat to 'Cool' mode in winter by accident. Check your mode switch first. If the system isn't responding at all, the batteries might be dead. Replace with fresh AA or AAA alkaline batteries. If I remember correctly, most Empire thermostats use two AA batteries.
2. What is the best Empire Comfort Systems phone number for tech support or parts?
Finding the right phone number can be a hassle. For technical support and replacement parts, the primary number is 1-800-851-3153. That's for the main office. You can also check the back of your product manual or the label on the unit itself—Empire usually prints the tech support number directly on the appliance.
For regional service in the Belleville, IL area, you can call local service providers who specialize in Empire products. If you're in the Poplar Bluff, MO region, similar local options apply. We've found that calling the national number first is usually quickest for getting a part ordered or a manual emailed. Their support team is fairly responsive—I've placed orders over the phone in under 10 minutes. Looking back, I should have saved their number in my phone contacts a long time ago.
3. Where is my Empire Comfort Systems model and serial number? (The 'check register' question)
This is a very common question. People often refer to finding the 'check register' or 'data plate' for their heater. What that means is finding the metal or plastic tag that lists the model number, serial number, gas type, and BTU rating.
You'll find the data plate in one of these locations:
- Inside the lower access panel of the fireplace or heater.
- On the back wall of the firebox (you may need to remove the decorative logs or glass front).
- On the side or back of the unit, near the gas connection.
For wall heaters, it's often on a sticker inside the front cover. The most frustrating part of this process is that stickers can fade or become unreadable over time. If the tag is gone or illegible, you can try using the serial number from your original purchase receipt. You'd think a simple stamped metal plate would be standard, but some models use adhesive labels which don't hold up well to heat.
I want to say the serial number is usually a 10- to 14-digit alphanumeric code. Having this ready when you call tech support will save you a lot of back-and-forth.
4. Do I need a special thermostat for my Empire gas fireplace?
Not necessarily, but it depends on the model. Most Empire gas fireplaces and wall heaters use a standard 24-volt thermostat. This is the same type used for a conventional gas furnace. A basic Honeywell or Emerson thermostat will often work fine.
However—or rather, there's a critical exception—some models, particularly older units or those with millivolt ignition systems (often used for gas logs), require a millivolt thermostat. A standard 24V thermostat won't power a millivolt valve.
How do you know which one you need? Check the data plate (see question #3). If it mentions 'millivolt,' you need a specific thermostat. If it just says '24V' or '110V' for the valve, a standard 24V thermostat is likely fine. If you're unsure, call a dealer. A wrong thermostat can prevent the fireplace from lighting at all.
5. How do I repair a screen door (in relation to my home's exterior)?
Okay, this is a bit of a tangent from heating, but it's a common DIY question people ask. A damaged screen door reduces air circulation in summer and can be a safety issue. Here's a simple fix for a standard aluminum or wood-framed screen door:
- Remove the door or just the screen frame. If it's a full door, take it off the hinges. If the screen is in a separate sliding frame, pop that out.
- Remove the old screen and spline. Use a flathead screwdriver to pry out the rubber spline (the cord holding the screen in the groove). Pull out the old mesh.
- Cut new screening. Buy fiberglass or aluminum mesh from a hardware store. Cut your new piece so it's 2 inches larger on all sides than the frame opening.
- Roll the new screen in. Lay the new mesh over the frame. Use a spline roller tool ($8 at a hardware store) to push the new spline and screen into the groove. Start at the top, then bottom, then sides. Keep the screen taut as you go.
- Trim the excess. Use a utility knife to cut off the extra screen material from outside the spline.
The $500 quote from a pro turned into about $20 in materials and 30 minutes of work. Simple. What's often missed: buy a spline roller, don't just use a screwdriver. It makes a huge difference in how tight the screen sits.
6. What's the best way to find replacement parts for my Empire system?
Replacement parts availability is one of Empire's strengths, in my experience. They maintain a good supply of common parts like thermocouples, gas valves, and blowers.
The best paths are:
- Call their technical support (800-851-3153). Give them the model number. They can tell you if the part is in stock and ship it to you or to a local dealer.
- Check online parts dealers. Sites like RepairClinic or eReplacementParts often list Empire parts. But verify the part number against the manual first.
- Visit a local HVAC supply house. If you have an account, they can often order Empire-specific parts within a few days.
The most frustrating part of parts sourcing: the lead time. Some parts are standard and ship same day. Others, like specific blower motors for older models, can take 2-3 weeks. Building in that buffer time for your repair is smart.
For context, in Q1 of 2024, I reviewed 200+ parts orders. About 10% of first deliveries were rejected due to wrong model number or incorrect specification. Double-checking your model number isn't just smart—it prevents a $22,000 redo if you order the wrong valve for a multi-unit installation.
7. What if my Empire heater won't light or stay lit? (A quick diagnostic)
This is the number one tech support call. Before you call, do these three checks:
- Is the gas valve on? Check the shut-off valve on the unit. It should be parallel to the gas line.
- Is the thermocouple hot? On standing pilot systems, the thermocouple senses heat. If it's dirty or worn out, it shuts the gas off. You can test this by cleaning the tip with a mild abrasive pad.
- Are the batteries fresh? Many electronic ignition models use batteries for the spark. Dead batteries = no flame.
If those three things are fine and it still won't light, you're likely looking at a faulty gas valve, ignition module, or blocked pilot orifice. That's where a pro is needed.
I've never fully understood why some igniters consistently fail while others last 20 years. My best guess is it comes down to environment—units in dusty garages or outdoor conditions seem to fail more often than clean indoor units. If someone has insight, I'd love to hear it.
