I have had a nightmarish, one-year long dispute with Regency and Berkeley Heat, the retailer, still on-going...although after going back on their exchange offer, they now consider the case closed. I purchased a Regency gas fireplace from Berkeley Heat Tubmakers on 3/04/20, which was only installed on October 30th, due to the pandemic. I based my choice on a model I had seen in their showroom, which I was told, could be customized according to my preferences. In short, I ordered one model, and a different one was delivered and installed! Initially, I thought my unit was defective, or that the flame needed to be adjusted, as there were mostly red embers. I was repeatedly told my unit was working according to specifications. As I found out 3 months into the dispute, we were talking about 2 different models, which Berkeley Heat was obviously aware of, but they cynically kept up the pretense. At that point, the manager revealed that I had not seen this unit, because it had not been in the showroom! They had switched the unit, under the pretext that I had chosen a faceplate that was not available for the unit I had chosen. However, this was a minor detail that I would have readily given up on, in favor of the model I had chosen. But most importantly, they never disclosed that I would be getting a different model! I never even received a quote for that model. After I received the initial quote on the model I had chosen, the following email was the invoice, which carried the correct number of the model they dug up from their warehouse for me, but I knew nothing about the model numbers, I had clearly pointed to the model I wanted, which showed rich, yellow flames. I was defrauded! Eventually, Regency offered to exchange the model that had been dumped on me (an older model, according to the installer), for the model I had chosen in the first place, but entirely at my expense. I had already paid $6,150 to have this one installed, in addition to the $5,200 for the unit itself. The new unit (the one I had originally ordered), would be installed at an additional cost of $1000. After much haggling, it was clear that I would have to pay for installation, and an Exchange Agreement was issued by the company. According to my lawyer, it was poorly crafted and rife with inconsistencies, so he revised it. Regency deemed the new, signed, Exchange Agreement unacceptable (they always insisted that this was a case of buyer’s remorse), and finally rescinded their offer to replace my current one, had not held the proposed unit for the “Exchange”, which clearly demonstrates that they had never intended to honor their offer. It had all been a bluff! To add insult to injury, I ended up returning the faceplate (worth several hundred dollars), and was denied reimbursement! Besides the dismissive and arrogant (bordering on insulting) customer service I received from Berkeley Heat and Regency, blatant dishonesty is at the root of the problem. Incidentally, I am told by other fireplace retailers that Regency products are very underwhelming.