Regency Fireplace Reviews

Name: Regency Fireplace
Rating: 3.96

4.0 Rating 618 Reviews

73 %

of reviewers recommend Regency Fireplace

4.0

Based on 618 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 91%
Accurate And Undamaged Orders	Greater than 84%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	3.3 out of 5

About Regency Fireplace:

Regency manufacturers high quality gas inserts, wood stoves and everything in between. Proudly built in North America for over 40 years & backed by industry leading warranties. At Regency, it's more than a fireplace...

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Regency Fireplace 5 star review on 30th December 2024

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“we purchase two liberty gas fireplaces about 7 years ago.We are snow birds so didn’t use them a lot. long story short they are really garbage fireplaces. Good luck finding someone to work on them as they are different from most gas fireplaces. The parts are difficult to find as they are made in Canada. they recommend only their dealers to work on them. as they are not easy to work on I guess. Also their main office will not help you trouble shoot they just say to call a dealer which was $350. Just to service for yearly maintenance is $300. We hired a highly rated repair place they have been out twice and still can’t figure it out. after spending $700 now after weeks the are going to replace a part and the visit will be $250 plus parts. Buy a stove that is more reliable and easy to fix. Just to fix the fan which rattles like crazy since we purchased it,they would have to remove entire stove out of the fire place which would be very expensive and I might as well buy a new one. these were not cheap stoves I would never buy another one that’s for sure 1/4/2021”

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Posted 5 years ago

“We purchased a Panorama P33CE in 2016 and had it installed with the optional blower. We use the fireplace about 8 months out of the year in our Pacific Northwest home. The blower died in 2019 and we paid about $500 US to have a new one installed by the dealer. We followed all cleaning and use directions and the second one died in December 2020, after being used maybe 12 months. Yet, since the one year warranty was up, Regency and the dealer refused to install a new one without us paying out yet another $500. I highly recommend finding a different product that stands by their products. Their blowers are total junk and even with semiannual cleaning and following proper use they die.”

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Posted 5 years ago

“The rebates ($100 x 2) were never honoured despite countless attempts. We were eventually told that our systems needed to be installed a week before the date on the coupon. I still have the coupons and nowhere on them does it state that. Trying to get a response proved to be impossible thereby resulting in this review. Once you pay your invoice there doesn’t seem to be any interest in speaking with you.”

Helpful Report

Posted 5 years ago

Thank you for reaching out to us. We're sorry to hear you had difficulties with claiming your rebates. We have reached out to your dealer to collect the information we needed to process your rebate, and it has been submitted on your behalf. You should be receiving your rebate cheque in the next couple weeks.

Posted 5 years ago

“I could not get service on my gas fireplace insert. Regency would not return calls. The insert did not produce the BTUs it said it would provide. I wrote letters and finally had a surly man return my call and quoted a charge $265 for a service call plus parts and additional labor. It was money wasted. I would never deal with a foreign company such as this. If you live in the USA, absolutely do not buy this product. I should have contacted the California attorney general.”

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Posted 5 years ago

“The glass on my recency fireplace is melting and recency says it's not under warranty, also the control board quit working, again they say it's not under warranty, beware your recency warranty is worthless.”

Helpful Report

Posted 5 years ago

Hi Kent. The issue you are referencing with the glass is called crazing, not melting. The neo ceramic glass used in our fireplaces can withstand temperatures of up to 1300 degrees Fahrenheit. Crazing occurs when burning fossil fuels, such as wood, natural gas. A by-product of the combustion process is sulfur, and when sulfur is combined with moisture in the air, it becomes sulfuric acid; which, can stain or etch the glass panels over time. Regularly cleaning the glass doors or panels will ensure that they do not stain or etch over time. We would recommend contacting your dealer about scheduling an annual service for your unit. Etching on glass is covered for 1 year from the date of purchase. If any manufacturing defect is detected during your service appointment, Regency will fully stand behind our product with our warranty and ensure any warrantable issues are dealt with. If you need help finding a dealer to make the service appointment, please let us know by reaching out to customercare@regency-fire.com.

Posted 5 years ago

“We ordered the LRI6E. Colour “Tuscany”. I went on the website to see the colour and ensure it was what I wanted. What came was a gross brown, unlike the picture on the website. At my own cost, I had the colour powder coated. Then, the motor doesn’t shut off. It’s loud. I’ve had gas fireplaces since the ‘70’s but this is too much. It sounds like it’s going to blow up. Turning down the thermostat does nothing. It runs and is noisy. I refuse to pay $15,000.00 for this. I’ve shared videos with my family. We will call to have it removed. I don’t want something that sounds like a dying motor. It’s Christmas. I have two people coming and am afraid they may not sleep. I use earplugs. Re the picture below. The top one is “Tuscany “ on the website. The middle picture is what we received. The bottom picture is what I paid for to get “Tuscany” like on the website. The video is the motor that doesn’t shut off. It’s loud even when there’s no flame. The company that inserted this can come and take it out. Our old Regency insert lasted only 10 years.”

Helpful Report

Posted 5 years ago

Thank you for reaching out to us. We are looking into your concerns and someone from our Customer Care team will reach out, if you don't hear from us in the next few days please contact them directly at customercare@regency-fire.com.

Posted 5 years ago

“I've ordered a stove and gave a deposit to my local dealer 2 1/2 months ago. Demolished my old fireplace. Now I am told that the stove that was shipped from Regency is missing a minor part (an elbow) and that part is on back order until another month. And Regency is not going to do anything about speeding it up.”

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Posted 5 years ago

“Do the welds crack as easily as the CI2600’s. This is what happened to the warranty replacement (that cost me $500 to get) after 2 years of burning as carefully as I could.”

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Posted 5 years ago

“I spent $5K on the i2700. It is beautiful, well built and super difficult to get any draw. This unit is for someone who is heating their house using wood NOT someone who wants a cozy quick fire in the evening. More than 50% of the time my house is filled with smoke. The unit doesn’t completely seal, so instead of smoldering smoke going up the chimney it comes into my house. It is not just me being inept, the techs at my Dealer couldn’t get it lit, nor could other friends with inserts. Only the owner who has one was able to get it lit. And because its not “defective” there is no recourse although I’ve complained since day 1. Total waste of my money. Tried talking to Regency Customer Service and they “don’t deal with the public.””

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Posted 5 years ago

“The fan, for as loud as it is, doesn’t really circulate the area. Our little tiny living space right in front of the stove gets warm, but that’s it. It’s nice when I sit in front if it to watch TV for warmth, but a $50 space heater would have done the same job. As much as we invested in the product, I wish it actually warmed the home. The other issue is how finicky it is. Sometimes the auger will spit out too much pellets and then the stove won’t light. So you have to stop it, empty the burn pot and restart. Not worth the money.”

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Posted 5 years ago

“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.”

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Posted 5 years ago

“I bought a regency stove after having a Pacific Energy for over 25 years. What a mistake! I should have stayed with what worked. The Regency door won’t stay closed, handle gets so hot you can’t use it without a welding glove. I have emailed & phoned multiple times over 18 months with no return call or email response. It sucks!”

Helpful Report

Posted 5 years ago

Hi Sarah, we're sorry you didn't receive our response to your original request regarding KACE #10777. We will resend our response to your concerns via email. Should you not receive that email or require further assistance please contact our customer care team at customercare@regency-fire.com or call us toll free to update your contact information. USA: 1-800-442-7432 Canada: 1-866-946-5155 Please PRESS 3, and ask to speak to Customer Care.

Posted 5 years ago

“its has been a nightmare for us, paid a ton of money, the store did what they could I had a super heating guy install(licenced), all toll after a total of 16 hours and many visits this stove will not work, trust me the C34 gas stove is a piece of junk, save your money and your sanity, stay away.”

Helpful Report

Posted 5 years ago

Hi Nick. Thank you for your review. We’re sorry to hear that you are having issues with your C34. The experience you are having is not typical as C34 has been a popular unit for us for many years and has proven to be extremely reliable. Our Customer Care team would love to get in touch with you to help get the issues you are having addressed. Please send your contact details and Serial number to customercare@regency-fire.com. Should any problems be due to manufacturer error, we will fully support the repair.

Posted 5 years ago

“Had fireplace for a yr. was given instructions that are not readable Brad makes app. For someone to come and either cancels or ignores. Haven’t been able to used for the whole year installed sept. 6/19 please help !!!!!”

Helpful Report

Posted 5 years ago

Hi Jane. Thank you for your feedback. We’re sorry to hear they you are having issues with your unit. Please send your contact details, model information, and serial number to customercare@regency-fire.com. We will work with you and your dealer to try and resolve this issue as quickly as possible.

Posted 5 years ago

“My fireplace will not stay on. It hardly works for more than 2 minutes. Your customer care emails back with suggestions that have not resolved my issues and closed my case (ticket 10007) without it being resolved - no name was stated by the person who responded. It’s embarrassing to not be able to sit by the fireplace even once in nearly a year of owning it. If I knew your warranty support was Only Email based by a nameless Employee I would have never bought your product. Your customer care you pride your business on doesn’t care about me as a customer.”

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Posted 5 years ago

Regency Fireplace is rated 4.0 based on 618 reviews