Name: Regency Fireplace
Rating: 3.97

“Purchased a gas fireplace insert in 2017 which included a blower to help circulate the heat. Tomorrow, I will be replacing the blower motor again!!!! this will be the 5th blower I have purchased in 7 years. Grass Roots Fireplace blames it on me 2 dogs and 2 cats even though I clean the fireplace on a regular schedule. The one being replaced tomorrow 1/21/25 is replacing the one that was installed 10/23/24 which means that it lasted 6 months.”

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Posted 3 months ago

“My dad and I bought a Regency GF40 pellet stove June 2022 because we live in Wasilla, AK, we are both older and wanted the most efficient, easiest and most economical stove for our needs. This stove had 1 of the best ratings so this is what we went with. It works great when it works. It heats our house in a timely fashion and once you get the pellet feeder figured out, it is fuel efficient. But... so far, my dad has had to replace the circuit board twice, I have had to replace it once. We have both had to replace the igniter, fuses have gone out, the burn pots have already cracked and the door seal had had to be replaced on both. And this is all in only 2 years. I would love to go a season without having to have something fixed and be able to use it the entire time without having to wait for something to be fixed. Also, make sure whoever you buy it from, will always have someone that can fix it.”

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Posted 5 months ago

“I have had a Regency CI2700 for 2 years now and I regret buying it. It regularly back drafts smoke into the room during loading, no matter how carefully I do it. I've gone through all the steps. And the air wash system for the glass simply does not work. In 24 hours after cleaning, the glass is cakes with soot despite running at 800-1100+ degrees F. I will be replacing this with an SBI product in the next year or two. I installed one of their products elsewhere and it is spectacular.”

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Posted 7 months ago

“Nice looking fireplace but I think it lacks heating power unless it is really cranked up. We have owned other fires in the past that can run quite low and still throw out plenty of heat. I feel a lot of heat from this fire goes up the chimney…fan is very noisy and lots of rattles…”

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Posted 10 months ago

“Just installed today, left on for several hours as was instructed by the installer. After dinner turned it on and the paint on the left interior wall started curling and peeling off. Scared that the whole unit was going to blow up we turned it off. Major defect….”

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Posted 1 year ago

“We bought our Regency CI2600 in 2018. We were pleased with the stove. We run in 24 hours a day during the winter months. Had the chimney cleaned this summer and was told we needed a new gasket. I decided I would have a Regency dealer do it instead of doing it myself. I took the door off and took it to them. They replaced the gasket and cleaned everything up, looked good. I replaced the door and tested the seal, it was very loose. I tried adjusting the door but could not get a seal. Had the Regency dealer out but he could not get a seal. He left and said he needed to contact Regency for help. No one would answer the Regency phone line. I was told they tried a few time with no luck. So I tried calling and got nowhere. So I wrote an e-mail using the web page questions area, no one answered my e-mail. I can use my stove but it always runs hot! I didn’t buy a cheap stove, I didn’t buy a poorly built stove, but I surly bought a stove that has NO customer service! At this point I would not recommend Regency to anyone. The only reason I am writing this poor review is to hopefully get someone to tell me what is wrong with my door.”

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Posted 1 year ago

Dear Jeremy, Thank you so much for taking the time to provide us with your feedback on your experience with our Regency Fireplace. We truly appreciate your honesty and value your opinion as it helps us improve our products and services. We sincerely apologize for the inconvenience you have faced regarding the gasket replacement and the lack of customer service. We understand how frustrating it can be to have a stove that doesn't meet your expectations, especially after investing in a high-quality product like the Regency CI2600. Please accept our apologies for the difficulties you encountered while trying to reach our customer support team. We are deeply sorry for any inconvenience caused by the unavailability of assistance when you needed it the most. We would like to rectify this issue and provide you with the assistance you deserve. Please share any additional details or concerns you have about your door's seal, and we will do everything we can to help you find a resolution. Additionally, we would love to discuss how we can enhance our customer service and make your overall experience better. Once again, we truly appreciate your feedback and your willingness to bring this matter to our attention. Your satisfaction is of the utmost importance to us, and we are committed to making things right for you. Thank you for your support and patience. We look forward to hearing from you and resolving this matter to your satisfaction. Best regards, Regency Fireplace Customer Support

Posted 1 year ago

“I am an avid wood burner of 20+ years and I go through about eight (8) cords of seasoned firewood every year (I have 3x stoves). I purchased a CI2700 wood burning insert in the summer of 2021, which was installed in October 2021 (serial number 516013437). In January of 2022, after only a few months of wood burning, the catalyst was already starting to deteriorate, only later to crumble and fall apart that year. In addition, the 7/16" bolts that secure the the cast bypass top plate and surrounding the secondary air tubes are brittle and snapped during routine cleaning. I contacted my dealer at this time and they had sent details to regency. I also contacted regency separately. I was receiving some traction initially. After months of no response, I contacted them again and was told that an individual had left the company. They had no record of information. After forwarding my correspondence to them proving otherwise, they have still not responded. My dealer has also been unresponsive. It is now Oct 2023, and I have had to endure 1.5 burning seasons with a broken catalyst and snapped bolts which do not allow the secondary air tubes to channel air efficiently. I have waited writing this review to try and give both my dealer and Regency the benefit of the doubt and allow them to fix my issue of stripped bolts and broken catalyst after only 1x burning season. Please stay away from this company at all costs. I have a Blaze King and Stuv wood burning stoves. Blaze King is 100% superior in both their customer support and their wood stove construction. The catalyst on that stove is still near perfect after 2x full burning seasons and I have had no issues with anything. My stuv has had a minor issue with the gasket but is otherwise operating properly. Note: I tried to attach photos but was unable to post this review with photos attached.”

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Posted 1 year ago

Thanks Jake for reaching out. We are sorry to hear you are experiencing issues. Please contact your authorized dealer with your concerns.

Posted 1 year ago

“Nice fire until you need to fix something. After a couple of years I noticed was the installers (Regency dealer) had put the top on backwards to hide the scratches on the enamel at the front. Then I knocked the top off an andiron so ordered a new one and had to dress it on the grinder to clear off casting lines so it would fit. The parts diagram didn't show the retaining clamp, washer or bolt but bolt and clamp (described as 'washer') were in the parts list. The two bolts that came with the fire had different sized heads, 13/32 and 7/16. Later on one of the clamps rusted out and the replacements were different and slightly thinner. Replacing it the bolt bottommed out and snapped, it's still in there; the washer was 1/64. The other washer was 1/16. Parts take 6-8 weeks to arrive. When the baffles go I'm getting a new unit. I'm disabled and just don't need the grief :(”

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Posted 1 year 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 serial number, dealer and model number.

Posted 1 year ago

“It burns fast and doesnt heat. For 8k it should give some heat but 99% goes up the chimney. Very unhappy with it! I would shop around and find one that works not just look nice. I wish i never got this one!”

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Posted 1 year 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 . Please remember to include your model number, serial number.

Posted 1 year ago

“My HI500 was installed with a deformed door handle. It appears bent as though it were damaged but upon closer inspection, it appears as though the handle part was miscast. The quality control is disappointing.”

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Posted 1 year 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 1 year ago

“I had my Regency I2450 installed 6/8/22 had my first burn Oct 22, 6 months burning wood stove will not burn pass 5hrs I could never get it to burn 9 to 10 hrs. as they said it would. I had my I2450 woodstove cleaned 4/19/23 By Ash Chimneys they had to replace 3 fire bricks that crumble in their hands the fire bricks are trash. I am a retired Dept Fire Chief and I have never seen this before in my 33 years of service. So buyer beware Regency is selling trash fire bricks Not under warranty they said that is normal ware. I had a timber line woodstove that was 30years old no problem with the fire bricks, wish i kept them when they replaced the stove.”

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Posted 2 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 2 years ago

“E33. Onlyheat one room. Blower goes out every two years. $450 to repair. Dont waste your money on this thing. It is not much interms of a heater.”

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Posted 2 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 2 years ago

“Unfortunately, it would not start if the temperature outside is below -6. Always have to use a small heater to warm up the pipe first in order to start. Also we have been using it for a while in hopes that the smell would disappear. Sometimes when you buy new things, paints and such smell for a little while. This stove tho continues to smell even after a month. Occasionally the smell is so bad that we have to turn off the oven or it sets off fire alarm Finally, only after a month the glass screen is completely black from the inside so we could barely see the fire now. Very disappointing experience”

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Posted 2 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 2 years ago

“This is my second season with a Regency LRI4E-NG fireplace. The first season went well. Now I cannot get the fireplace to remain on. It starts, fogs up and goes out. The manual has no troubleshooting guide so I can tell what the problem is and whether I can fix it. I will have to pay for service and hope I really need it because it is not a preventable problem. Also, my fireplace has a CPI/IPI switch which toggles left or right. The manual does not explain the settings in detail; one must assume which is which and test by trial-and-error.”

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Posted 2 years ago

“Professionally installed Alterra CI1150 wood insert. We are burning seasoned hardwood and am very dissatisfied with the heat output. There are 2 design flaws that make this unit hard to use to the point of being dangerous. The front secondary air tube falls out. This allows the rightmost top fire brick to also drop down into the firebox. Getting either of them back into place without letting the fire go out is very hazardous.”

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Posted 2 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 2 years ago

“This is our first winter with our new Regency I2450 insert. I have not even put one cord of wood through it and I have an air wash tube that will not stay in place and the blower fan will not stay in the clips and keeps falling down. The installer and dealer have been no help and now I’m stuck with a new stove that I have to figure out how to repair myself. Otherwise it burns well and produces good heat.”

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Posted 2 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 model, number, serial number and dealer.

Posted 2 years ago

“Glass delaminating and not covered by warranty. Regency blaming the problem with the fuel (quality of natural gas which I have no control over) or my cleaning using Dealer recommended non abrasive white off. Never had this issue with my heat n glow for 25 years.”

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Posted 2 years ago

“The air wash system sucks!”

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Posted 2 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 include your model number, serial number and dealer name.

Posted 2 years ago

“Please read before buying. I had a Regency Fireplace insert installed 2 years ago. Nothing but problems. After my 2nd burn year I asked the install company to come clean and troubleshoot. Please note they were out in year 1 as well. They discovered the catalytic converter was toasted. After further review they found a manufacture flaw. The flaw - the backing plate for the damper was installed backwards per Regency schematics. Regency response? They said our schematics are wrong we need to fix that. They refuse to replace or fix the stove. My next step is to try to work with the install company for resolution. After that I will contact my credit card company and see if they can help. Finally, why 2 stars - well the stove looks nice. Stay away from the headache of these stove.”

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Posted 2 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.

Posted 2 years ago

“Without a doubt, the worst fireplace I have ever purchased. Professionally installed. Takes forever to get to burn dry hardwood. Will not draw properly. If you’ve got at least one hour to spend in trying to get it to burn, by all means purchase this piece of rubbish.”

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Posted 2 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 2 years ago

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

Regency Fireplace Reviews