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

“Had a F2450M installed a year ago.....8 months after the install the problems started. Whenever the door is opened fine ash scatters all over the house, also the damper sticks and you have to hit it to move. When the installer was called they worked on it 3 times to no avail and finally agreed with regency to replace the stove, unfortunately we had a major snowstorm the night before and was unable to access the roof. 3 months later the installer closes their doors and Regency now refuses to honor their warranty. At this point it looks like only a legal solution is open....companies today.”

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Posted 5 days ago

“I have a Regency fireplace installed in my basement since 2022. The installation was overseen remotely by one of their senior technicians. Unfortunately, from day one, we've dealt with a persistent burning smell that has never been resolved — despite repeated requests for help. It took months before a technician was finally sent out, and even then, the visit happened during the summer, when the fireplace wasn’t in use. Unsurprisingly, the issue wasn’t resolved. After years of back-and-forth communication, I had to escalate the matter to the CEO’s office. Eventually, Regency agreed to replace the unit. However, they now expect me to cover the labor costs — estimated between $4,000 and $5,000 — which includes demolishing and rebuilding part of a finished luxury basement. This cost should not be my responsibility, especially considering the issue was reported from the start. To make matters worse, the unit also has frequent ignition problems. It often fails to start, whether using the wall switch or remote, and sometimes takes hours or even days to function — with no explanation or solution provided by their team. Throughout this entire process, Regency has shown a disappointing lack of urgency, accountability, and customer care. A quick look at other online reviews confirms I’m not the only one with these concerns. I expected far better from a company with Regency’s reputation. This has been an incredibly frustrating and costly.”

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Posted 2 weeks ago

“We have had an insert made by Regency. It is model number Gi29le. The that installed it has been here with three different crews trying to figure out why the offgassing is so toxic. It is nothing they did or we did, and we followed the advice and have done we the recommended burn off procedures and have operated the insert for almost 20 hours. The offgassing is so toxic that we can’t be in certain parts of our house near the fireplace, even when it is not on. We have to open doors and windows to ventilate the house. We are asking the installersto remove the insert and will likely have to get a disaster cleanup company to come in. It is making our eyes and throat burn, and sometimes we feel sick to our stomach. A friend was here for a couple hours, and left with a severe headache. Our dog even has trouble breathing at times. This company needs to take responsibility for the outcome of their manufacturing process, which results in this horrible offgassing. It was a costly endeavor to have this installed, both in terms of our health and money. We are also thinking we may have to call the local health department.”

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Posted 1 month ago

“I bought a Regency/Hampton cast iron propane heater. It is coated in some kind of toxic petroleum product that lingers in the air and hasn't burned off after burning on high for a week. The company needs to show more consideration for the health of it's customers, especially elders and children. There must be other preservatives they could use. I am very distressed by the toxic fumes filling my house. It is very cold and I have to have the windows open.”

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Posted 2 months ago

Hi, I'm sorry to hear you are having issues with odour on your new Regency! The First Fire in your stove is part of the paint curing process. To ensure that the paint is properly cured, it is recommended that you burn your fireplace for at least four (4) hours the first time you use it with the fan on. When first operated, the unit will release an odour caused by the curing of the paint and the burning off of any oils remaining from manufacturing. Open a few windows to ventilate the room for a couple of hours. The glass may require cleaning. If you are still having issues with odour we suggest you reach out to your installing dealer to have them inspect the curing process was successful.

Posted 2 months ago

“Have had the CI2700 fireplace insert for a little over a year now. Worst fireplace I’ve ever purchased. The safety handle is a joke. It is almost impossible to open the door at this point. Door/handle has been repaired several times. How will I open this when I’m elderly??? I was hoping this was a forever purchase for my family home but I am not sure this will suffice. The fires take a long time to get going all while smoking out my entire home. The smoke has left soot marks on my hearth. We are breathing in smoke that we should not be. It is hazardous! We extended our chimney thinking that would solve the issue, nope. The fan works on auto when it wants to. Stove getting to 700° and still not turning on. The top plate keeps falling off and into the fire. I’m so disappointed with this fireplace. Regretting this purchase. Feel like there’s a need for the company to stand behind their products and customers who make this investment and take care of them when something is wrong!”

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Posted 3 months ago

Hi, Im really sorry to hear you are having these issues with your Ci2700. We do stand behind our products and are proud of our history of building durable, effective heating systems. Please reach out to our customer care team at customercare@regency-fire.com and include any details of your unit, including your installing dealer, photos, and serial #.

Posted 2 months ago

“Regency LRAE-NG11 Natural Gas Fire Insert is wonderful when working. Less than 1 year from purchase it stopped working. Pilot light ignites and that’s it. Regency continues to send replacement parts that does not correct the issue. Have not had Fireplace insert working since first week of October. Another part being shipped and no timeframe for arrival of yet another part. Looks like January at the earliest. Regency sold a lemon unit at a very expensive price and should replace it with one that works. Customer service is nonexistent. Did not return customer call!!”

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Posted 4 months ago

“Have had the CI2700 less than a year now and within months of owning it the bottom shield(106-143) kept falling off into the fire. After proper cool down time I attempted to slightly tighten the bolts only for bolt heads to break off. Several other bolts and same exact issue with parts hanging down only for bolt heads to break off just to get the parts to fit properly. 4 bolt heads in total and avoiding touching anything else in fear something else will break. The blower fan i ordered with it ran in auto for maybe 1 week before it could only be ran in manual from there on out. 100% regret buying this and would not recommend to anyone.”

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Posted 4 months ago

“Espero que todo salga d lamejorforma”

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Posted 5 months ago

“I bought my regency CI2700 in 2019. In 2023 the catalytic combustor was full of large holes. Regency honored the 10 year warranty and gave me a new one. However in 2024 the new combustor had holes in it. Still under warranty I asked for a replacement. Regency told me I would have to pay half. About $500. The combustor is of poor quality and will be an issue every year. So regency has hidden the details of the 10 year warranty. DO NOT BUY. they do not honor warranty and hide details about it. Terrible quality and horrible customer service”

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Posted 6 months ago

“I haven't recieved any response from correspondence I sent to Regency directly. That was disappointing. No product support from the top. I had a lot of trouble with my REGENCY i1500 in the first 7 months. The door handle fell off during a blazing fire. I had to sit there, holding it shut for close to 3 or 4 hours because if I opened the door the fire came out and got bigger. I had to prop a heavy log there when I rushed to the bathroom. Another time the metal air pipe fell down during a fire. That happened twice and one time everything else fell inward too while a fire was burning. Very dangerous situation a fireman friend told me plus it happened multiple times. Pipe was replaced, door handle repaired, parts ordered. Almost 5 weeks and no new incidents. That's a record! *sarcastic I like the fireplace, the look, the hot air fan output, the warmth it puts out, but would I buy a Regency again. No, I would not. No one I know that I've talked to about this has ever experienced anything like it with their fireplace, nor have they heard of anyone experiencing this with a fireplace. I think I will take my chances and $$$ elsewhere next time. Just an honest review”

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Posted 6 months ago

“The burner plate has cracked 3 times in one year. I had to pay a service technician $350 to come out and tell me it was cracked and a new one would come under warranty. I paid the $350 again when the new one arrived to do the install but the new one was cracked to. So they sent another one under warranty. Again I paid another $350. So after just one year I spent another $1050 on service for a faulty burner plate. That was Jan 2024. Hear it is September 2024 and I turned it on one chilly morning and it lite then there was a big bang I can only describe as an explosion then it went out and did not come back on. I contacted the retailer who contacted Regency and they responded saying it is normal or the burner plate to crack although they had replaced it 3 times due to cracks. Now the retailer has no one to come out and service it and other Regency retailers will only service the ones they have sold? I wish I had never bought a Regency gas fireplace I hope this helps someone else avoid having these issues.”

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Posted 7 months ago

“I visited this website to see if there was a recall on the fireplace I had installed on February 27th, the Regency i1500. The people who installed it have been over to my house no less than five times. The door handle fell off twice during a roaring fire, i had to keep it closed till the fire died out, one of the tubes from the top fell off during a fire three times and on Friday it looks like the whole thing imploded during a fire. You can see the side part came out, the top fell down, the tubing fell down, I've never been more disappointed in a product before. I spent ALOT of mo ey for a subpar product. Let this be a heads up for you. 5 failures in four months, not good odds. I have photos of every incident...unbelievable”

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Posted 9 months ago

“Moved into a home with a P33 direct vent gas fireplace. As a retired gas fitter having installed about 1000 units of various manufacturers over 30 years (never a Regency) , I must say the engineering on this unit is suspect. Have never seen such a wiring harness mess or poor method of holding the ceramic glass in the frame. The instructions state a bunched up gasket makes install problematic - why not prevent it from getting "bunched up" and simple to re-install after cleaning. Hope your engineering dept. has made some "continuous improvements to product. For thousands of homeowners out there with this product, would guess they are also not impressed.”

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Posted 9 months ago

“I registered my Gi33LE-NG unit, installation date June 27, 2024 with additional work on June 28, 2024, by Aggie Mae, INc. The serial number is 591000387. Aggie Mae herself provided a fire inspection report stating that the unit had been installed according to code and to your specifications. The purpose of the unit is to provide heat to my home in the event we have an electrical power outage, as all other heat in the home is electrical and we have very cold winters in Western New York. I have repeatedly emphasized to Aggie Mae that safety is critical and this unit must not present a fire hazard to the home if used for the intended purpose. Yesterday she gave me the owner materials to read that you provide with the unit. She told me that I needed to read it. I did. Here is my concern: In every test run of the unit, the wooden face of my fireplace begins to heat up within 10 minutes. I make them turn it off. Aggie Mae keeps insisting that "its alright". I don't think it is. She herself determined the entire installation process and all dimensions for tile, unit placement, etc. The face of the fireplace, formerly used as a woodburning open chimney unit, is wood. There were never any overheating issues while it was a woodburning fireplace. She initially decided we needed a 4" tile frame around the gas firebox. The mason she hired for this job upgraded that to 6 inches. A marble hearth was installed at my request. Aggie Mae reads your specs by the diagram on the back of your "instruction plate" that shows distance to the mantel from the floor as the "flammable materials" spacing. I read your specs as flammable materials means any flammable materials. According to her, the wood facing of the fireplace that heats when the unit is lit is perfectly ok. I don't think it is. The total cost of materials and labor for installation of this unit was over $10,000. It was intended to provide a safe alternative heat source for my family. I do not believe that the unit is safe as installed because of potential fire hazard. Please advise me as to the correct interpretation of the unit specifications. I am concerned for my family's safety. I haven't been able to figure out how to get in touch with a manufacturer rep by phone or email to get the answer. Your website says to go to the dealer first. I did. I don't think she is competent.”

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Posted 10 months ago

“If you're looking for a fireplace unit, DO NOT consider these products. We're on our 2nd unit. First one failed after 2 burning seasons. Firebox failure with large cracks. The replacement, the exact same issues. They don't hold up and are inferior. The " Lifetime Warranty" on the firebox is a joke. They give you the run around and do not stand behind their products. Customer service personnel is rude and want nothing to do with the consumer. Worst decision we ever made was to put a Regency unit in our home.”

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Posted 10 months ago

“Don't have a new fireplace. In fact I have been trying to get my old one serviced for over a year and no one will come out to look at it.”

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Posted 1 year ago

“If you're looking for a reliable long lasting unit with a "lifetime warranty ", DO NOT consider this company. Their products are inferior. Their customer service is the absolute worst. Our wood burning FP90B unit lasted 3 burning seasons. Developed large structural cracks in the fire box. ( lifetime warranty). After months of getting the run around and persistent following up, finally had a second unit installed. Labor was on us. That unit is now suffering the same exact issues after 4 burning seasons. The anvils deteriorate with in months and don't hold up. The front vent tube welds fall apart. Went through 2 with in months. The inner fiber walls deteriorate with in 1-2 years. Regency wants nothing to do with it as they claim there's no warranty on the replacement. The techs are rude, if you can get through, the dealerships are just as bad. Their claim to fame about the greatest warranty in the business is a scam. You've been warned. Worst decision to ever put their product in our home!”

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Posted 1 year ago

“Three year old Regency I2700 insert. Open the door and you will always get smoke in the house. In contact with the retailer due to the damper rod stuck and inoperative. Heard this is a chronic issue with these inserts. The self cleaning glass feature is a joke. Hoping the upcoming service call will shed some light on these issues. Will let you know If Regency stands behind their product.”

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Posted 1 year ago

“F2450m worst stove!!!! Can’’t add wood without smoke filling house. Tec guy said it is a complaint from most people.. is there a”

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Posted 1 year ago

“The customer service is terrible! They always redirect to you to an authorized dealer and won't help directly. When I sent an email requesting one bolt that came off the primary air shield, I got 2 different responses (1 of them called me April and my name is Josh, and the other said the unit was sold in 2006 based on my serial number even though I purchased it in 2021). Also, the combustor takes some time getting used to and ours has broken twice. The first replacement they sent was free; the 2nd one they sent was at 50% of value plus shipping and tax, so came out to $540! If I had known how poor the customer service was I never would have purchased the Ci2700. It's a beautiful looking fireplace, but the after sales service is terrible! I would advise to avoid this company altogether!”

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Posted 1 year ago

Regency Fireplace is rated 4.0 based on 579 reviews