Frequently Asked Questions

We arrive in a scheduled window, lay protective flooring, and run a closed-circuit camera the full length of your flue before touching a brush. You see what we see: creosote buildup, tile cracks, liner gaps, or animal nesting. We then mechanically clean the flue, clean the smoke chamber and firebox, and run the camera again so you have before-and-after documentation. You receive a photo report and written condition summary before we leave. The whole process takes 60-90 minutes for a standard fireplace.

NFPA 211 recommends annual inspection for all solid-fuel systems. In Santa Clara's mild, dry climate, many homeowners burn fewer than 50 fires per season and can reasonably extend to every 18-24 months if the previous inspection showed light Stage 1 creosote. But if you're burning oak from the Santa Cruz Mountains or running a wood stove daily in winter, annual cleaning is necessary. The camera tells the real story - we don't guess based on a calendar.

Level 1 is a visual check of readily accessible areas with a flashlight - what most sweeps sell as an "inspection." Level 2 requires internal camera examination of the flue, the smoke chamber, and accessible portions of the appliance and chimney connection. NFPA 211 mandates Level 2 for home sales, chimney fires, new appliance installations, and any suspected damage. We don't perform Level 1 inspections as standalone services. The camera is standard because it's the only way to verify your liner is intact.

No. We use industrial HEPA vacuums, sealed containment around the work area, and shoe covers. In 17 years, our process has evolved specifically to protect the finished interiors common in Santa Clara's 2015-2025 housing stock - open-concept living spaces with minimal separation between fireplace and furnishings. The only thing we leave behind is documentation.

Remove ashes from the firebox if they're deeper than two inches, clear the mantel of fragile items, and ensure we have driveway access for our van. Don't light a fire for 24 hours before we arrive - a hot flue can't be safely camera-inspected. We'll text when the technician is en route, per Clause 2 of the Haven Standard: a real window, a named tech, a text when they're on the way.

For stainless steel relining, we typically work with Gelco and Olympia Chimney products - both carry UL listings for solid fuel and have proven track records in the Bay Area's marine-influenced climate, where salt air accelerates corrosion on lesser alloys. For termination caps and ventilation accessories, Famco and Copperfield components hold up well against the temperature swings between Santa Clara's mild winters and attic heat that can exceed 140°F in summer. We specify the exact manufacturer and model in your written estimate, never "equivalent or substitute."

We source replacement parts that integrate with your existing system when possible. If your current cap is a Famco model that's been discontinued, we'll show you the compatible current replacement and explain any dimensional differences. The photo report from your inspection includes close-ups of existing hardware so you can verify the match yourself. We don't guess at compatibility - we document it.

Our scope includes appliance connection, termination, and venting work as part of chimney system service. We don't sell stoves or inserts as a retail operation. If you're purchasing a new appliance, we can inspect the proposed venting path and specify exactly what the installation will require - liner diameter, clearance reductions, and exterior termination. That written scope becomes part of your appliance contractor's bid, so you're comparing apples to apples.

Every professional working under our name is required to hold the license and insurance California requires for chimney and venting work. We verify these credentials annually. The specific license number of the professional assigned to your job appears on your written estimate and final invoice - that's Clause 3 of the Haven Standard: verified crews, license number on the page. We don't make unverifiable claims about background check procedures or employment classification.

Routine cleaning and Level 2 inspection don't require permits. Relining, structural repair, or appliance installation typically does. Santa Clara's building department follows the 2022 California Residential Code, which references NFPA 211 for chimney standards. If your job requires permitting, we identify it in the written estimate and can coordinate the application. We don't start work that triggers permit requirements without confirming the permit status.

The Haven Standard is a five-clause code every Level Two Chimney branch agrees to work under. Clause 1: flat price, written scope, written warranty before anyone starts. Clause 2: arrive on schedule with a named tech and text notification. Clause 3: verified crews with license numbers disclosed. Clause 4: evidence on every job - photos and readings of what we actually found, archived for reference. Clause 5: no surprises - no door upsell, no scope creep, no "while we're in here." The standard was built from what Level Two was already doing in 2009: camera-scan inspections as standard, with archived footage that could prove a liner failed before a fire rather than after.

Call 911 first - a chimney fire can extend to framing through cracked tiles or missing mortar. After the fire department clears the scene, call (650) 229-6358 for a Level 2 inspection before using the system again. Even a "small" chimney fire compromises liner integrity. We document the damage with camera evidence you can submit to your insurer. Don't operate the fireplace until a professional has verified the flue is safe - carbon monoxide can leak through invisible cracks even when smoke doesn't.

We recommend scheduling in late summer or early fall, before the October-February rush when Santa Clara homeowners light their first fires. Our phone is answered 24/7, and the live coordinator can book you into the next available slot. We don't guarantee same-day dispatch, but we do flag active safety hazards - recent chimney fire, CO detector alarms, visible exterior cracking - for priority scheduling. The best time to inspect is before you need the fireplace.

Don't try to smoke them out - it's inhumane and can ignite nesting material. If you hear scratching or chirping, stop using the fireplace and call (650) 229-6358. We can camera-inspect to identify the species and nesting location. Some birds, like chimney swifts, are protected under federal law and cannot be disturbed during nesting season. We'll show you the camera evidence and explain your options, including humane exclusion devices that prevent re-entry once the animals have left naturally.

Every job leaves with a written warranty against defects in workmanship, specified in the estimate before we start - that's Clause 1 and Clause 5 together. If creosote debris re-enters your living space due to our containment failure, or if a cap we install fails to perform as specified, we return and correct it at no charge. The warranty term varies by service type and appears in writing. We don't make verbal promises we can't produce on request.

You get three documents: a written invoice with itemized services and warranty terms, a photo report with timestamped camera images of your flue condition before and after cleaning, and a condition summary noting any recommended repairs with priority ranking. This archive is what made Level Two valuable when Haven acquired the brand - 17 years of documented inspections that could prove what was found when. Your records join that archive and are available if you sell your home or file an insurance claim.

Manufacturer warranties apply to materials we install - Gelco and Olympia Chimney liners carry their own product warranties, which we register on your behalf and include in your documentation. Our workmanship warranty covers proper installation. If a Famco cap fails due to manufacturing defect within the warranty period, we coordinate the replacement and install it under our workmanship coverage. The written estimate specifies which warranties apply to which components, so there's no confusion about who's responsible for what.

Workmanship warranties are tied to the property and transfer with sale if documented. Since every job produces a dated photo report and written invoice, you have the evidence a buyer or their inspector will want. In Santa Clara's competitive real estate market, a documented Level 2 inspection from the past 12 months is frequently requested during disclosure. We can reissue your report for escrow purposes - call (650) 229-6358 with your service date and address.

We tell you plainly, show you the camera evidence, and explain whether it's urgent or can be scheduled. Major structural rebuilds or historic masonry restoration sometimes require a specialist. We don't invent work we can't perform competently. If your Santa Clara chimney needs tuckpointing on a 1920s craftsman fireplace or seismic reinforcement beyond our scope, we'll say so and document exactly what we found so you can get comparable bids. No scare tactics, no pressure - Clause 5 means no surprises, including the surprise of being oversold.

Written by Corrine Halstead, Owner at Level Two Chimney Santa Clara, serving Santa Clara, Sunnyvale, Cupertino, Campbell, Milpitas, Mountain View, Los Altos, Saratoga, Fremont, Los Gatos, San Jose, and Los Altos Hills since 2009.