The Questions Customers Ask Before They Buy (and How to Answer Them)

Fall brings more people into the showroom, and most of them open with the same few questions about water vapor fireplaces. Here are the seven we hear most, and how we’d answer each one.

1. “Is the flame real?”

No, and it always helps to say so plainly (because it's usually a great selling point!). Aquafire uses an ultrasonic mist maker to turn tap water into a fine vapor, and LED lights give that vapor the color and movement of flame. The effect is three-dimensional, and it can be seen from both the front and the back of the fireplace.

The follow-up is usually about what surrounds it. The flame reads best against a matte, dark background, and with proper ventilation the top can be dressed with media like rocks or logs. Aquafire®Logs is our newest way to do that: a faux wood molded log set with detailed wood grain and hand-painted ember bed accents, handmade in the USA. It includes front and back pieces and ships in 20” sections to fit 20”, 40” and 60” burners, with three extra logs in each 20” set. A log set on your display unit answers this question before it’s asked!

2. “What does installation involve?”

Less than most customers expect. Aquafire is designed so a contractor or homeowner can install it from the guide, which includes cutout dimensions and minimum requirements for the enclosure. Airflow and light trap planning are the two details worth getting right up front. The Interactive Enclosure Guide and Light Trap Calculator walk through both, and our Customer Experience team will review enclosure plans sent to ces@aquafire.com.

One timing tip: install last. Test the unit when it arrives, and if installation is more than a week away, drain it and store it in the original packaging so construction debris stays out.

For projects that need an enclosure, the AquafireBox simplifies the build. It is a modular firebox made from steel in the USA, designed exclusively for Aquafire and sized to match 20”, 40” and 60” units, with CAD drawings and assembly instructions on the product page for professionals.

3. “How does it get water, and does it need a drain?”

No drain is needed. Each unit has a backflow valve and pressure regulator built in. There are two ways to fill: connect directly to a tap water source (Aquafire Pro, or Original with the Direct Plumb Kit), or use the automatic fill function with the tubing provided. One rule is worth repeating to every installer: never pour water directly into the interior tanks.

The Direct Plumb Kit is the add-on for customers who want a hands-off supply. Direct plumbing is also what the Vapor Pure water softener in the next question requires.

4. “Does the water matter?”

Yes, and it is the question most worth raising before the sale! Hard water is the biggest environmental factor in how long a unit lasts, and we've found that roughly 85% of US homes have it (citing the USGS). Calcium and magnesium fall out of the vapor and can leave limescale on the lights, fans and electrical components if the water is hard. Slime and scale inside the tank can also interfere with the float sensors, pumps and filters.

The Vapor Pure Water Softener System is designed specifically for Aquafire to reduce hardness, scaling, chlorine odors, iron buildup, dirt and dust. It comes in two sizes:

• Residential (300 grains): up to 12 months of service life. Suited to installs that run three to four days a week, six hours a day or less.
• Commercial (700 grains): up to six months of service life. Suited to installs that run five or more days a week for six or more hours, three or more units on one water source, or any “very hard” water.

Cartridges are interchangeable, so a customer can move up to the commercial cartridge at refill without buying the full system again. We recommend Vapor Pure for every owner and strongly recommend it at 20 mg/L hardness and above.

Each system includes a water hardness testing kit, and the Water Hardness Calculator helps size the cartridge, so testing the water at the quote stage makes the recommendation simple. For installs that are not direct plumbed, our team can suggest a handheld softener that attaches to the fill hose.

5. “How much upkeep is there?”

Not much, and most of it is seasonal. The goal is to prevent scale and buildup from stagnant water, and to drain the unit if it won’t be used for an extended stretch. We also recommend cleaning the tank before the first use each fall, which makes this a natural conversation for this time of year.

Aquafire® Tank Guard is a two-part cleaning system built for water vapor fireplaces. Flush goes into a drained tank, soaks for 15 minutes and drains, clearing biofilm, buildup and odors from the tank, mist maker, tubes and plumbing. Fortify goes into the refilled tank and keeps the water clean between cleanings. A full cleaning takes about 30 minutes, and the formula is non-toxic, bleach-free and odor-free.

Use it every six months for residential installs (quarterly for commercial), and any time flames look weak or uneven, mist output drops or a musty odor appears.

Tank Guard is not automatically included with every fireplace sale, so add it to the order for new owners to make sure the habit starts on day one.

 

6. “Can it go outside?”

Aquafire is not typically rated for outdoor use, because wind, rain and light all affect the flame. With the right precautions it can work: under a covered porch or roof, with a wind screen around the installation, and drained before freezing weather, which makes this a timely reminder for customers with outdoor installs. Setting these expectations up front helps customers know what to expect so they're not taken by surprise with an "outdoor" installation.

The ClearShield is our recommended, built-for-Aquafire wind screen, easy to recommend for any planned "outdoor" units. It is a fog- and scratch-resistant acrylic panel that protects the flame from unpredictable airflow and keeps it visible and stable. It is available for 20”, 40” and 60” units, so check the product page for compatible models. It is also worth considering indoors wherever air movement near the unit is a concern.

7. “Can I see one before I buy?”

Yes. Almost every showroom on the dealer locator has an Aquafire installed and on display, and for customers with no dealer nearby, our team can point to a public viewing location like a hotel lobby, restaurant or library.

If you’re a dealer, the display does a lot of the selling. The flame effect depends on the lighting around it, so place the unit somewhere you can control the light, and use the Light Trap Calculator to plan it.

Questions about any of these?

Reach the team at sales@aquafire.com or (877) 888-4260. If you’re interested in carrying Aquafire, start with the become a dealer page!