Frequently Asked Questions

We lay protective covers, run a rotary brush the full length of your flue to remove creosote buildup, vacuum the firebox and smoke chamber, and inspect accessible masonry, the damper, and the chimney cap. A Level 2 service adds a camera inspection of the flue interior, which is where we most often find cracked liners or hidden damage. The whole process takes 45 minutes to 90 minutes depending on condition and when it was last swept.

The National Fire Protection Association recommends annual inspection, with cleaning as needed based on use and fuel type. In our coastal Virginia climate, where humid summers can accelerate masonry deterioration, we advise Virginia Beach homeowners who burn regularly to schedule both inspection and sweep each year before burning season. Occasional users may stretch to every two years if the previous inspection was clean, but we don't recommend skipping the annual look.

Yes, your fireplace is ready to use immediately after we finish. We leave the damper positioned correctly, remove all our protective coverings, and verify draft is drawing properly before we go. If we found conditions that need repair before safe burning - cracked flue tiles, missing mortar, or a deteriorated liner - we'll tell you plainly and show you the camera evidence so you can decide on timing.

Heavy creosote buildup is common in neglected chimneys, especially in older Virginia Beach homes where previous owners may have skipped maintenance. We start with a Level 2 camera inspection to assess flue condition before aggressive cleaning - thick glazed creosote sometimes requires chemical treatment before mechanical removal is safe. We'll show you what we're dealing with and quote any additional work before proceeding.

Gas flues need inspection and cleaning, though typically less frequently than wood-burning systems. Debris from deteriorating liners, animal nests, or moisture damage can still obstruct gas vents and cause carbon monoxide backup. We inspect gas chimney systems with the same camera equipment and document our findings with photos. Never assume a gas fireplace is maintenance-free.

We work with Gelco and Olympia Chimney stainless steel liners for most relining jobs in our market, selected for their fit with the coastal humidity and salt air that accelerates corrosion in lesser materials. For caps and termination fittings, we often specify Famco components. We don't push one brand for every job - the right liner depends on your fuel type, flue dimensions, and what the camera inspection reveals.

Copperfield caps carry a higher upfront cost than galvanized steel but last significantly longer in our Virginia Beach salt-air environment, where cheaper caps can rust through in five to seven years. We recommend them for homes in exposed locations like the Oceanfront or Bayfront where wind-driven rain is constant. If you're planning to stay in your home long-term, the math usually favors copper or stainless over replacing a cheap cap twice.

We don't install customer-supplied parts. Our K.E.Y.S. value of Krafted right means we stand behind the materials we source and the way we install them. If a part fails, we handle it - no finger-pointing between supplier and installer. You're welcome to discuss brands and options when we quote the job, but we order through our supply chain so the warranty chain stays intact.

Every pro working under our name is required to hold the license and insurance Virginia requires for chimney and hearth work, and we push our team toward CSIA certification as the standard for technical competence. Russell Haines, who leads this branch, insists on documented training before any technician runs a camera or climbs a roof alone. Ask to see credentials when we arrive - a craftsman shows his papers.

Our operation carries the general liability and workers' compensation coverage required for residential work in Virginia. Every pro working under our name is required to hold the insurance their trade demands. We can provide a certificate of insurance on request, and we carry it because things can go wrong - a ladder through a gutter, a slip on a steep roof - and homeowners shouldn't bear that risk.

Structural repairs, liner replacements, and chimney rebuilds in Virginia Beach typically require permits through the city's Development Services office. We handle permit applications as part of our repair workflow, not as an add-on fee. For routine sweeping and Level 1 or 2 inspections, no permit is needed. If your job requires one, we'll tell you upfront and manage the paperwork.

Active chimney fires, carbon monoxide alarms triggered by backdrafting, and sudden structural collapse require immediate response - call 911 for fire, then call us for the aftermath. A smoking fireplace, animal intrusion, or water leak is urgent but not life-threatening; we'll get you on the schedule quickly and advise on safe interim measures. Our phone is answered 24/7, and a live coordinator will connect you with the local team.

We don't promise same-day dispatch, but we keep emergency slots open during burning season and move fast for active hazards. Virginia Beach to Poquoson to Newport News - we batch our routes by geography to be efficient, not to make you wait. When you call (757) 573-9998, the coordinator will tell you honestly when we can be there and whether the situation can wait safely.

Call the fire department first, even if you think it's out - chimney fires can smolder in hidden spaces and reignite. After the fire department clears the scene, call us for a Level 2 camera inspection before you burn again. Even a small chimney fire can crack flue tiles or damage liners, creating paths for future fires or carbon monoxide leakage into your home. We'll document everything for your insurance if needed.

We apply The Keystone Standard to every job: 90 days, in writing, no arguing. If something we swept, inspected, or repaired isn't right, we come back and fix it. No paperwork battle, no "read the fine print." Russell Haines put this in place when we opened this branch because he'd been on the other side as a homeowner - the promise means nothing if honoring it is a fight.

Manufacturer warranties on liners, caps, and dampers run separately from our workmanship guarantee and vary by brand - Gelco and Olympia Chimney typically offer lifetime residential warranties on stainless liners, while Famco and Copperfield cap warranties range from 10 years to lifetime depending on material. We register your parts at installation and pass through every manufacturer protection you're entitled to, plus our own 90-day workmanship backing.

We stop and show you. Nothing gets repaired or replaced without camera evidence you can see and a plain-English explanation of why it matters. Some damage can wait a season; some can't. We'll tell you which is which, quote the repair separately, and never pressure a decision. The K.E.Y.S. value of Your home first means we work in your house the way we'd work in our mother's - no surprises, no scare tactics.

The Keystone Standard workmanship guarantee applies to the homeowner who contracted the work and is not transferable. Manufacturer warranties on parts like Gelco liners typically stay with the property and can be transferred with proper documentation - we keep installation records and can provide a warranty transfer letter for your closing paperwork. Ask us when the work is done and we'll set you up with the paperwork you'll need later.

Written by Russell Haines, Owner at Hearthstone Chimney Co., serving Virginia Beach since 2014.