Empire Comfort Systems FAQ: Cost-Smart Answers for Your Gas Fireplace, Remote, and More

If you’ve ever tried to find reliable information about Empire Comfort Systems products – whether it’s a gas fireplace remote, the right glass cleaner, or even connecting a bathtub faucet – you know how hard it is to get straight, trustworthy answers. I’ve been managing procurement for a mid-sized property maintenance company for 6 years, handling everything from heating equipment to plumbing supplies. Over that time we’ve placed dozens of orders with Empire Comfort Systems, and I’ve learned a thing or two about what really matters when you’re trying to keep costs in check without cutting corners. Here’s my take on the questions I hear most often from small contractors and property managers.

1. What exactly does Empire Comfort Systems sell?

Basically, they’re a specialist in gas-fired heating solutions – gas fireplaces, wall heaters, propane heaters, gas logs, and all the technical support and replacement parts to keep them running. I’m not a heating engineer, so I can’t get into combustion efficiency specs, but from a procurement perspective the big differentiator is their parts availability. When we need a specific valve or ignition module for an older model, Empire usually has it in stock. That’s saved us days of downtime – which, honestly, is worth more than a small discount on the initial purchase. In 2024 alone we avoided three emergency call-outs because we could get a part from Empire within 48 hours instead of waiting a week.

2. How do I use the Empire Comfort Systems remote?

This was one of my first rookie mistakes: I assumed the remote would be plug-and-play. It is – once you pair it. The manual says to hold the ‘ON’ button for 3 seconds until the LED blinks, but I spent 10 minutes pressing random buttons because I missed that step. Cost me nothing but embarrassment. Actually, it cost me a phone call to tech support that I could’ve avoided. The key thing: make sure the receiver (usually behind the fireplace grate) has fresh batteries. Our maintenance team now includes that in the seasonal checklist. If you’ve ever had a fireplace remote fail mid-winter, you know the annoyance. Trust me on this one: test the receiver first, not the remote.

3. Can I use Sprayway glass cleaner on my gas fireplace glass?

Short answer: yes, but only when the glass is cold. Sprayway is a popular choice because it evaporates streak-free and doesn’t leave residues that can bake onto the glass. We’ve been using it for three years on our fleet of rental units. However – and I learned this the hard way – never spray directly onto hot glass. The rapid temperature change can cause cracking, and the cleaner might off-gas something unpleasant. Instead, spray onto a microfiber cloth and wipe. Also, avoid cleaners with ammonia or vinegar; they can etch the ceramic glass over time. I want to say we tested five different cleaners, but don’t quote me on that exact number – it was at least three, and Sprayaway won on cost per clean and user satisfaction. (If you buy in bulk, it’s about $4 per bottle vs. $6 for the fancy fireplace-specific ones.)

4. Do I need soundproofing panels near my gas fireplace?

This is a question I hear from property managers trying to reduce noise complaints between units. Soundproofing panels can help with the blower noise from some fireplace inserts, but they’re not always necessary. From a cost perspective, the first step is to check the blower speed setting – many Empire models have adjustable speed, and running on low is often enough. We installed soundproofing panels in three units where tenants complained, and it reduced the noise level by about 5 decibels – noticeable, but not transformative. I’m not an acoustic specialist, so I can’t recommend specific materials, but what I can tell you from a procurement standpoint is that panels cost around $30–$60 per 2x4 sheet, and installation adds labor. Before buying, measure the ambient noise first with a free phone app. That’s what I did, and it saved us from overspending on panels we didn’t need in half the units.

5. How to install a bathtub faucet – and does Empire help with that?

Empire Comfort Systems doesn’t sell bathtub faucets, so this gets outside their core expertise. But the connection isn’t as weird as it sounds: many property owners ask me about installing a faucet when they’re already doing a gas fireplace project, just to bundle the work. From a cost controller’s view, bundling can save on the service call fee – but only if the installer is qualified for plumbing. Empire’s tech support won’t guide you on faucet installation because it’s not their field. For the installation itself, the basics are: shut off the water, unscrew the old faucet, clean the tile, apply plumber’s putty or silicone, tighten the nuts, connect the water lines. I made the classic assumption that all faucets fit the same hole spacing; learned that lesson when I had to redrill the sink at a cost of $80. So measure your center distance (4 inches or 6 inches is typical). If you’re a small contractor, Empire might sell you a faucet as a courtesy if you’re ordering other parts, but don’t expect their support team to walk you through the steps. Better to call a plumber for that part.

6. Will Empire Comfort Systems take my small order seriously?

Honestly, yes. When I was starting out in this industry, the vendors who treated my $200 orders seriously are the ones I still use for $20,000 orders. Empire has been like that for us. We’ve placed orders ranging from $85 for a single thermocouple to $3,800 for a fireplace insert, and the service level was identical. They don’t have a punitive minimum order quantity on most parts – the few that do (like special-order gas logs) are clearly stated upfront. Small doesn’t mean unimportant; it means potential. I’ve had other vendors brush me off when I asked for a quote on a $400 project, but Empire’s sales team always responds within 24 hours. That kind of consistency matters when you’re managing a budget and need to plan ahead. If you’re a one-person shop or a landlord with just a few units, don’t hesitate to call them. They’ll treat you right.

7. What are the hidden costs when buying an Empire gas fireplace?

Good question – and this is where my procurement brain kicks in. The listed price for a fireplace or heater is rarely the total cost. You need to factor in: shipping (which can be $50–$150 on large items), any required gas line modification, electrical for blowers, and possibly a permit if you’re in a regulated area. Empire’s quotes are generally transparent: they list the unit price, shipping, and any applicable tax. But the biggest hidden cost I’ve seen is the labor for installation if you’re not doing it yourself. A certified gas fitter can charge $200–$500 depending on the complexity. Also, if your existing gas line is undersized, you might need a repipe – that’s $300–$800. I audit every invoice, and in 2023, 28% of our fireplace installations had at least one ‘unexpected’ cost item. My tip: before you buy, ask Empire’s tech support for a checklist of everything needed for installation. They’ll give you a straightforward list. It’s a small step that can prevent a $400 budget overrun.

That covers the main questions I hear regularly. If you’ve got a specific situation – maybe you’re trying to pair an Empire remote with an older model, or you’re wondering about bulk pricing on Sprayway – give their parts team a call. They’re actually pretty helpful for a B2B supplier. And remember: the lowest quoted price isn’t always the lowest total cost. Take it from someone who’s tracked every penny for six years.