Customer service is non-existent. Purchase a fireplace gas insert a few years ago, paid in excess of $3K and within the first year the fan died, and the pilot does not stay lit. I have used the insert on occasion by lighting the pilot, allowing it time to warm up. Then turning the knob on to lite the fireplace. It lites and promptly shuts off. Sometimes it takes two, three, four times to lite the insert where it stays on. Very frustrating. Moreover, the insert uses batteries that routinely fail after a month or two. Save you money, buy something other than a Regency.