When I first started as a quality inspector for a regional HVAC distributor, I assumed every brand had pretty much the same standards. You order a gas fireplace, it arrives, you install it. Simple. Then I started doing receiving inspections on Empire Comfort Systems units, and I realized I was wrong. Not just about the brand—but about what “quality control” actually means in this industry.
I'm a quality/brand compliance manager at a regional building materials and HVAC distributor. I review every gas fireplace, wall heater, and propane heater that goes out to our contractors—roughly 200+ units annually. I've rejected about 12% of first deliveries in the past year due to spec non-compliance. Here's what I've learned about Empire Comfort Systems from the receiving dock side.
Note: This is about what we actually see on the ground. I don't have hard data on Empire's internal factory defect rates, but I can tell you what passes our inspection—and what doesn't.
Frequently Asked Questions About Empire Comfort Systems Gas Fireplaces, Wall Heaters, and Tech Support
1. Do Empire Comfort Systems gas fireplaces actually meet their published BTU specs?
Yes—in our experience, they do. Unlike some brands where the BTU output on the spec sheet is an “ideal case” number, Empire's ratings have been consistent. We test a sample on larger orders (say, 30+ units for a multi-family project). In Q1 2024, we checked 14 units against their published ratings, and all were within the stated tolerance. I should add that we tested under standard conditions, not extreme temps.
What I can't confirm is long-term performance after three years of use. That's above my pay grade. But for new installs, the numbers hold up.
2. How good is Empire Comfort Systems tech support when we need replacement parts?
Honestly? It depends on the part. For common items—gas logs, thermocouples, control valves—they're solid. We've had a 48-hour turnaround on most parts orders over the past year. But if you need something obscure, like a specific blower motor for a 2018 model, you'll want to call ahead. Empire's tech support line has been helpful in our experience, but waiting on hold is real.
Oh, and one thing: don't expect “24/7” support. It's business hours, CST. Take it from someone who's called at 5:02 PM on a Friday—they close at 5:00. (Should mention: Belleville, IL is their home base, so CST is their time zone.)
3. Are Empire wall heaters really as quiet as contractors claim?
I've never fully understood the claim that wall heaters are silent. Any forced-air unit makes noise. That said, compared to some budget brands we've tested, Empire's wall heaters are noticeably quieter. In a blind test we ran in our warehouse with 3 contractors, all 3 identified Empire as the “quieter” unit before knowing the brand. The difference wasn't huge—maybe 5-8 decibels—but it was consistent.
Is it a game-changer for a noisy basement? Probably not. But for a bedroom install, it can matter.
4. Our local supplier says Empire gas logs are backordered. Is that true right now?
We've seen intermittent delays in 2024 on specific gas log models—especially the vented ceramic sets. Empire's lead times have stretched from our normal 2 weeks to about 4-5 weeks on some SKUs. I don't have hard data on industry-wide shipping issues, but based on our ordering patterns, it's affecting most gas fireplace brands, not just Empire.
My advice: if you're planning a project for late 2024 or early 2025, place your order earlier than you think you need to. Buffer in a week or two. Trust me on this one—the “we'll get it in 3 days” promise rarely holds up for specialty items.
5. Can I install an Empire propane wall heater in a closet? The unit is small.
No. I can't say this clearly enough: do not install any gas-burning appliance in a confined space without proper ventilation. Empire's installation manuals are very specific about clearances, and for good reason. Per the International Fuel Gas Code and Empire's own specs, you need minimum clearances from combustible materials—usually 6 inches on sides and back, more on top.
That closet might seem like a great idea for space savings. It's not. Put another way: the cost of redoing that installation (or worse) is way higher than finding another spot. I've rejected field installations for this exact reason.
6. What's the biggest mistake you see contractors make when ordering Empire Comfort Systems products?
Assuming that “gas fireplace” is one thing. There's direct vent, vented, vent-free. There's natural gas and propane—they are not interchangeable without conversion kits. There's standard and high-altitude models. I've seen an order for 12 “Empire gas fireplaces” arrive with the wrong gas type because someone assumed “they'll figure it out.”
Let me rephrase that: the smallest detail on the order form can hold up a whole job. If you're not sure, call your supplier or Empire's tech support. We do it all the time. It's a no-brainer compared to dealing with a $22,000 redo.
7. I keep hearing about "frameless shower doors" on the same site. What's the connection?
We distribute both gas fireplaces and frameless shower doors. From a quality perspective, the principles are the same: spec compliance matters, consistency matters, and the brand's commitment to quality shows up in the product. A frameless shower door that's 1/8" off in dimensions? That's a leak waiting to happen. A gas fireplace with a loose seal? Same issue, bigger risk.
If you're in the market for either, look for brands that publish their specs clearly and support them consistently. Empire Comfort Systems does that for gas fireplaces. For shower doors, check the glass thickness—anything under 3/8" tempered should raise a red flag.
Oh, and about cleaning: if you use vinegar to clean shower heads (good choice for hard water buildup), don't let it sit on frameless glass doors too long. Vinegar can etch the glass over time. We recommend a diluted solution and a rinse within 2-3 minutes. That's just my two cents, though—check the manufacturer's care instructions.
Final Thoughts (Not Really a Conclusion, Just a Practical Tip)
When you're ordering Empire Comfort Systems gas fireplaces, wall heaters, or propane heaters, the inspection doesn't start at the job site. It starts at the order form. Check the model number. Check the gas type. Check the clearance specs. And if you're using Empire's tech support, call during business hours with the model number ready.
We've been distributing Empire products out of our Belleville, IL location for years. They're not perfect—no brand is. But they're consistent, and in this business, consistent is worth a lot.
One last thing: if you've ever had a delivery arrive damaged, you know that sinking feeling. Our team checks every unit before it goes out. That's our spec. It should be yours too.
