Regency Fireplace Reviews

Name: Regency Fireplace
Rating: 3.97

4.0 Rating 579 Reviews

73 %

of reviewers recommend Regency Fireplace

4.0

Based on 579 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	Greater than 84%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	2 - 3 Hours
Customer Service	3.4 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

“Installed new i1150 wood insert last fall. More often than not , almost every day, the top baffles fall out, front pipe collapses, and top fire bricks repeatedly fall out, often during active burn. Consequently, most bricks are already broken after less than one season.”

Helpful Report

Posted 4 years ago

Thank you for reaching out. Our Customer Care team has been notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com.

Posted 4 years ago

“happy with my hearth heater, disappointed that my questions sent through their website were not replied to”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us. We apologize we did not receive your question but please reach out to our Customer Care team directly at customercare@regency-fire.com and we will be more than happy to answer any of your questions.

Posted 4 years ago

“I have a defective enamel finish on my wood stove, neither the representative or Regency seem to be doing anything about it! Regency has asked to replace the defective parts, but as time progresses im sure other parts will begin to pit! This will most likely turn into a cat and mouse chase for me! Very discouraging to be in this situation! Buyer beware!”

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Posted 4 years ago

“You have to put wood in every 4 hrs tryed everything. Called the people I bought it from. They say it’s a learning curve. I even had a friend who has a insert,and he didn’t have any luck ( Not the same brand)”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us. Due to regulations, the new EPA-certified burning wood stoves, inserts, and fireplaces are cleaner burning and more efficient. Therefore, burning practices and habits from older models to the new ones need to change to adjust for the technology and more restrictive passages. To properly burn these units, you will need to lengthen the unit's kindling (startup) period compared to old wood stoves. A well-established and hot bed of coals is required before any large pieces of wood can be added. It is essential to get your unit hot before adding more wood. See the best practices for starting and maintaining a wood fire in our epa stoves here: https://www.regency-fire.com/en/Customer-Care/Fireplace-Care-Guides/operating-EPA-wood-stoves-efficiently You can also contact our customer care team directly at customercare@regency-fire.com for further assistance.

Posted 4 years ago

“The pictures online are incredibly inaccurate. It is unbelievable to me that these come with a safety screen that sticks out 2 inches from the face and the online photos do not show this AT ALL. We waited months for this due to COVID and it shows up with the huge letdown. Very disappointed.”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us. 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 and serial number.

Posted 4 years ago

“The mother board went out after only 4 months of use! Unfortunately our only source of heat. The retail outlet we bought it from has been waiting 2 weeks to get it in the parts to fix it. Wish I had bought a different pellet stove!”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us. Our Customer Care Team has already reached out to you. Please contact them directly at customercare@regency-fire.com for any further concerns.

Posted 4 years ago

“I have had my new Regency CI2700 for 3 days now. It fails to raise the temp in my 400 sqft living room a single degree. The fan is extremely weak on this unit. It's marketed and sold as being able to heat over 1500 sqft, that is a lie. The dealer and installer said to follow the manual exactly and I have. After calling and having nothing but complaints after the first night of owning it, the dealer sent the regional Regency Reps to my home and they packed it full of kindling, all the way to the ceiling and all the way to the glass and isolated my living room and raised the temp 1 degree in 2hrs during the middle of a 55degree day. They claimed the manual's directions and the log retainers were only for being able to pass EPA testing. This fan blower was over 300$ add on and I get more air output from my floor vents in my home. You cannot feel any airflow 3ft in front of the stove. I was told this was normal airflow for this stove and that we should just be happy with the stove because it looks nice. Beyond the lack of functionality, the door came on it all scratched up and missing coating and will only open about 70 degrees, no where near the 110 degrees as advertised. Very upset to have spent this kind of money on an insert and waited 3months to get it, only to now be taking a loss on having to fight to return it to my dealer. Im so disappointed that I have, after 3 days of owning this stove, just went this morning and bought a Buck Stove Model 91 to put in the Regency CI2700'S place as soon as it cools off. Furthermore, the dealer/installer failed to fill out serial numbers during install so Im stuck waiting until the removal of the unit to be able to obtain the information I would have needed for warranty. A complete waste of 3+ months during winter.”

Helpful Report

Posted 4 years ago

Thank you for your message. The Ci2700 is an extremely popular Pro-Series Hybrid Catalytic unit; known for being a highly efficient wood insert, capable of generating considerable heat output when installed and operated correctly. Our technical team was informed yesterday of your performance concerns and is currently working with our sales rep and dealer to investigate further. We will be in touch once we have more information.

Posted 4 years ago

“Badly designed in many ways. they market you can say set and forget. wrong. you will be tending this fire all day. 1) the fan temp sensor is in the base of the fire but the thermometer is at the top. so the fan will cut off even when you have a roaring fire (I have seen 1000 degrees but the fan still wont enage). Contact the dealer who said that is just the way they work. So you must constantly clear the ash and. even then it can take 60 +mins before the base is warm enough for the fan to engage on auto. 2) the fan itself is so loud that you will not be able to hear anyone speak if you are tending the fire. 3) the temperature will immediately plummet when you engage the catalytic converter. You have to get the fire to over to 700+ before you close the flu and engage the converter. Good luck with that if you live north of DC. Yuo will need to work that fire for hours to get it hot enough. 4) Air intake is inadequate. 2 impacts. a)To get the fire going you will have to have the door open and either stand by it for 45 mins every morning or jerry rig in a way it doesnt swing all the way open and burn your hose down. b) closing the intake (to try to have a low burn thru the night) will smoother the fire every time. You will wake up to have burned logs and a cold fire. given these are amongst the most expensive inserts, they are ridiculously badly engineered. ”

Helpful Report

Posted 4 years ago

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

Posted 4 years ago

“Remote stopped working 4 weeks in.support???”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us. Our Customer Care team was notified about the issue you are experiencing. Please see the link below for some helpful tips or contact your dealer for further support. If you do not hear back from us in the next couple days please contact our team directly at customercare@regency-fire.com. https://www.regency-fire.com/en/Customer-Care/Fireplace-Care-FAQ

Posted 4 years ago

“The fan noise is only tolerable on its low speed, then hardly any heat comes out of it. Our old insert with a low fan speed could heat the family room up to 78F. in 2 hours. The regency insert takes 6hrs. just to raise the room temp to 72F. and this is with our furnace set at 70F. We should have checked out other brands. The installer said that is how they are!!!”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us. Our Customer Care team was notified about the issues you are experiencing. If you do not hear back from us in the next couple days please contact our team directly at customercare@regency-fire.com. Please remember to include your model number, serial number and dealer name so we can look further into it for you.

Posted 4 years ago

“We purchased a b-vent U38 nat. gas stove from a local dealer. The stove looks great - but - it will not work in our house. The stove is in our finished basement and vented through a 20 ft block chimney. The problem is our stove essentially overheats and shuts off because it cannot vent enough heat and take in enough room air. The Regency stove looks great, has good features, etc. Make sure someone with extensive gas stove experience checks out your house in-person before you buy so you get the correct vented stove.”

Helpful Report

Posted 4 years ago

Thanks for reaching out. Our Customer Care team was notified about the issues you are experiencing. If you do not hear back from us in the next couple days please contact the team directly at customercare@regency-fire.com.

Posted 4 years ago

“Bought two Regency products for our home, this wood insert and a gas insert. There was a special program price that swayed us away from a slightly more expensive brand. Sorry to say that we are not satisfied with either purchase. Since this is the wood insert product page, I’ll stay with that product. I have three main complaints. 1. The firebox doesn’t draw well and so it is a long and difficult process to get a fire going, I have to nurse it by holding the door open for 30 min until the fire gets going. 2. The blower is extremely noisy. Low speed is ok but high speed can be heard above normal conversation or TV in the room. Worse, blowers on BOTH speeds develop intermittent rattles that are intolerable and force us to turn them down or off (and thus reduce heating value of the unit). 3. Finally, the engineering on the glass wash allows for buildup on the glass that has to be cleaned for every fire. Cannot recommend these products and I have to say that I am sorry to have made these purchases.”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us. Please contact your dealer so they can address the issues you are having. 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 4 years ago

“So disappointed with the Regency LRI6E. There is no flame to speak of, just glowing embers, and installers have told us it is the design of the fireplace and to live with it. They tried replacing a couple of parts with no success. Told Regency a few months the problem was not resolved but never heard back. We just bought another brand (Continental) for our sunroom and love it. Would never buy another Regency!!! Photo is fireplace on HIGH!!!!”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us. Please contact your dealer as we will need a qualified Technician onsite. Please feel free to reach out to us directly at customercare@regency-fire.com.

Posted 4 years ago

“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”

Helpful Report

Posted 4 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.”

Helpful Report

Posted 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 years ago

Regency Fireplace is rated 4.0 based on 579 reviews