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 had a Chicago City Series fireplace installed couple years ago and have not seen it working even once. Company is not honoring the warranty and customer service is non existence. Worse service of all the companies we dealt with during or custom build. Never again.”

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Posted 3 years ago

“Regency apparently won't stand behind their warranty for their fireplaces. Fireplace (Classic I1150 Wood Insert) worked great for about 30 days, then fire goes out when door closed. Complained to installer, just get excuses. Finally got installer to come out, they couldn't keep fire going either, another excuse. Excuses range from not building fire right, too warm outside, chimney/flue not tall enough, not to building code. I verified chimney/flue is correct. Called Regency and sent email (reference TICK 16905. Answer was no help, did not answer all my questions. Sent two letters certified mail in the last three weeks complaining. No response at all.”

Helpful Report

Posted 3 years ago

Thanks for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Please include your model number, serial number and dealer name. As always, we stand behind our product and would like to assure you that no warranty issue will go unattended.

Posted 3 years ago

“Buyer Beware. My recent purchase of a G800C Grandview fireplace has left me with a really nice looking fireplace that does not work. After 6 attempts over 3 months of the installer coming back to trouble shoot and fix the fireplace, it is still not functioning. Regency will not offer refunds or replacements because the fireplace is already installed. So be sure to make sure your fireplace works before it is installed...oh wait that is impossible. You will just get screwed if you use this company!”

Helpful Report

Posted 3 years ago

Hi Jeff, We are sorry to hear about the issues you are experiencing. Our technical team has reached out and are looking into this.

Posted 3 years ago

“We purchased the Regency model P121-NG2 dual-sided fireplace based on how great the fire looked in the brochure. Based on our experience, it makes one wonder if the brochure had some PhotoShop work done to create an image of a fire that is nothing like what we have. Fireplace looks great and is a show piece in our home ... so long as you don't turn it on. The flame height is so, so low that it is a challenge at times to see it other than the glowing fake embers. Extremely disappointing to see such a large fireplace with a flame height similar to a campfire moments before it dies for the evening. We have had many professionals knowledgeable about gas fireplaces (HVAC technicians (2), gas supplier, and two mechanical engineers) look at ours and after checking absolutely everything other than the fireplace itself, they have all concluded that the gas regulator/valve within the fireplace is faulty. Regency, unfortunately, has a so-called "expert" technician who seems to think that the problem all has to do with log placement and arrogantly thinks everyone else are idiots (hence Regency has no interest to solve the problem). Clearly, the Regency tech must have cut his technical certificate from the back of a cereal box because he is absolutely clueless when it comes to technical conversation with others (especially engineers who are orders higher in technical capability ... they're the one's who design the fireplaces and train the techs). So if you want after-sale tech support, don't buy from Regency as their tech are idiots!”

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Posted 3 years ago

“COMPLAINT: Our Model #F2450M was installed in Sept. 2022. Upon installation we observed smoke coming out when we opened the firebox. This happened even after a 2-hour good burn. In Jan-Feb we used the wood stove for 21 days. Over time the smoke emitted into the house increased until we had to call the Fire Dept. because our CO2/Fire alarm was screaming FIRE, FIRE. They determined we did not have an active fire. Had the installer come out, the spark arrestor was completely blocked with soot particles. They removed it and started a new fire. Smoke is still coming out of the firebox when the door is closed, and when opened to restock the wood smoke still pours out. Our eyes sting and our indoor air is polluted with smoke. Opening the windows and doors do not remove the smoke from our house due to its density. It is an extreme health hazard! Per our installer the flue height is correct, we have the air kit installed, are burning bone dry wood and follow all the mfg's directions in using the stove. This stove is still under warranty, and we have a lemon. There is something wrong with the operational ability of the stove; faulty part(s) or improper construction of the unit we have. We have spent $8,000 dollars on the stove and installation and are extremely aggravated and disappointed! BTW-Did I mention we have 30+ years with 2 Stricker stoves and never had this type of problem.”

Helpful Report

Posted 3 years ago

Thank you for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com . Please remember to include your serial number and dealer. As always, we stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 3 years ago

“I have a U39E. I have had it for about year and a half. It will not stay lite! The propane dealer that put it has had to come to start it back up at least once a week. He is telling me he can’t get parts for it! What the heck! My outside temp was -7 this am and my house was 50! Thank goodnessI have an electric heater! I would not recommend a regency freestanding heater ever.”

Helpful Report

Posted 3 years ago

Thank you for reaching out. Our Customer Care team was notfied about the issues you are experiencing. You can contact them directly at customercare@regency-fire.com. Please remember to include your serial number , model number and dealer name.

Posted 3 years ago

“There fans are of low quality I'm going through 1 a year and the unit is primarily used a decorative addition in our living room. I understand at on time the fans were made in Germany and were of high quantity, not any longer. Stay clear of their products.”

Helpful Report

Posted 3 years ago

Thank you for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Please remember to include your serial number, model and dealer name.

Posted 3 years ago

“don't buy Regency does not stand behind their product!”

Helpful Report

Posted 3 years ago

Thank you for reaching out. Our Customer Care team was notified about your concern. You can contact our team directly at customercare@regency-fire.com. Please remember to include your model number, serial number and dealer name.

Posted 3 years ago

“Do not buy! Have had nothing but trouble since installed. Fan is loud and the whole unit vibrates so much with fan on it walks itself out of the opening. Now the vibrating is making the screwes on the glass of the door to fall out. Have had the installer come back and try to fix it but doesn't help. Have had less than a year and I'm taking it out and throwing it away. Save your money and try a different model!”

Helpful Report

Posted 3 years ago

Thank you for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact our team directly at customercare@regency-fire.com. Please remember to include your model number, serial number and dealer name.

Posted 3 years ago

“Regency Fireplace coupled with BC Fireplace are two of the most crooked corrupt lying companies in the Vancouver area. I strongly suggest that you avoid both of them. It cost me $1300.00 to have their collective mess fixed. VALOR is local and highly recommended.”

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Posted 3 years ago

“I purchased a Regency gas insert. NEVER again. WORST insert I have ever used. The "authorized rep" who installed it is worthless, insert constaly shuts off or will not turn on. His response "call the gas company". I did call the gas company and the tech had to change the rock placement, the rep laid the rocks out". Now it is working, but continuously shuts off. By the way, this insert is only two months old. Do your research, do not buy and be certain not to have Charlie's Chimneys in Kennebunk, ME install. Both are worthless.”

Helpful Report

Posted 3 years ago

Thanks for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Please remember to include your model number, serial number and dealer name.

Posted 3 years ago

“We have the wood burning Ci1250 model and it's more work than it's worth. We have to clean the inside glass door after every use. Because we use our fireplace every night in the winter, the glass no longer comes totally clean. It leaves black residue and marks that won't come off. We are very disappointed with this fireplace, particularly for the amount of money we had to spend for it. The installer told us to only use water to clean the glass but never told us we would have permanent stains on our glass. He never gave us an alternative cleaning resolution. Plus, it doesn't heat the room at all. The only heat we feel is when the door is open, which is not a safe environment. We have been unhappy with this fireplace from the start but we were told that we couldn't return it because Regency would not accept returns.”

Helpful Report

Posted 3 years ago

"Thanks for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Remember to include your model number, serial number and dealer name. As always, we stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 3 years ago

“I've owned the Regency Alterra Ci1150 for about 2 years now. I feel this is a terrible wood stove for many reasons and I regret the decision of ever replacing our old Osborn stove with it. We hardly use it now since I feel it's not worth the environmental trade off of burning wood and not benefiting from any real warmth from it as it does not heat our room to a comfortable level. There are also a number of other issues I have with this stove, not to mention a few safety concerns. The only time I have ever really felt any kind of heat from this stove is when I open the door. One positive, I will say that It is a beautiful wood stove, that is one of the reasons we bought it, unfortunately.”

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Posted 3 years ago

“I own a regency 390E. I haven’t had 12 months of trouble free heating ever. Just about every part has been replaced, some multiple times. I’m planning on replacing the stove but would not choose Regency.”

Helpful Report

Posted 4 years ago

Thanks for reaching out. Our Customer Care team was notified about the issues you are experiencing. Please contact the team directly at customercare@regency-fire.com. Please remember to include your model number, serial number and dealer name.

Posted 4 years ago

“I pUrchased a Regency Hampton H15-LP10 Propane Direct Vent In Timberline Brown enamel fireplace February 2018 and had it professionally installed. To date the only part not to be replaced is the fan. In January 2019 the pilot assembly, flame sensors, spark electrode, pilot tubing, orifices, thermocouple, thermopile, remote control system were all replaced under the 2 year warranty. Then again had to replace the pilot assembly (not under warranty) February 2021, had the unit serviced for winter preparation on September 30, 2021 and I have a service technician scheduled to come and find out why this unit will not work on its own and it’s only December 16, 2021. The stove seems to need servicing at least twice a year to keep it in working order. It is supposed to come on automatically to heat my 4 season sunroom and often times will not come on causing the temperature to drop in that room dramatically. Currently it is costing me approximately $300.00 per year to keep it running just in service calls. That does not include the cost of propane or the backup electricity I have to use when the unit fails and I have to plug in an electric micro furnace. I would NOT recommend this unit to anyone who needs to heat a small area as you cannot depend on it functioning. Currently I am considering installing electric heaters so I have dependable heat in this room.”

Helpful Report

Posted 4 years ago

Thanks for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Remember to include your model number, serial number and dealer name.

Posted 4 years ago

“If you enjoy working and replacing parts on a stove this is the one you want. Will not hold a fire all night as advertised. Maybe I got a lemon!”

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Posted 4 years ago

“After taking almost a year to get it installed we could not be more UNHAPPY with the fireplace. It can take an hour or more to get it to stay on. Half the time there is a BOOM that rattles the house! What happened to the flip a switch to turn on a fireplace? Has several options and no real clear instructions on how to use.”

Helpful Report

Posted 4 years ago

Thank you for reaching out. Our Customer Care team has been notified about the issues you are experiencing. Please contact our Customer Care team directly at customercare@regency-fire.com. Please remember to include your model number, serial number and dealer name.

Posted 4 years ago

“Have had unit for 3 years. From the get-go have had problems with ignition. Local dealership no help , charged me $500 just to clean it (no repairs) fire will not stay on, have to “reset” 2-4x each time I want to use, and going straight to Regency did no good-they simply told me to contact local dealer. I live in El Paso, Texas so maybe want to use 6-8 weeks out of the year. It’s a beautiful 3 sided unit but I get aggravated with almost every use. There is no customer service.”

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Posted 4 years ago

“My fireplace is 2 years old and motherboard already gone! What happened to the good old days? All my previous older models last years. No no warranty either!!!”

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Posted 4 years ago

“I'm sure I would love it if I could get a flame. Unfortunately, Regency's customer service is terrible at best, when not downright insulting, as others have already mentioned. I bought the unit from one of their recommended retailers in the US, had it installed by their recommended contractors, and the flame is pathetic. A warm glow is the best I can get. As everyone else with an issue has discovered, Regency doesn't repair its mistakes. Save your money and buy a better cheaper unit elsewhere. Or at least use it to support a better business.”

Helpful Report

Posted 4 years ago

Thank you for reaching out. Our Customer Care Team has been notified and have no record of the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Please remember to include your model number, serial number and dealer name. We stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 4 years ago

Regency Fireplace is rated 4.0 based on 618 reviews