Brian Kur****

“This unit is not worth the premium price tag. With the efficiency rating I was expecting to use less firewood this past heating season, but it was close to our old unit, even though we had a mild winter. Also it does not draw well, allowing smoke into our home when we open the door to add more wood (we open the draft prior to), negatively affecting air quality in our home. Would I recommend to someone else - no.”

1 Helpful Report

Posted 5 years ago

Hi Brian, thank you for your review. We apologize that you are not fully satisfied with your F3500 wood stove. There are a number of factors that could be contributing to smoke coming into the room, including cleaning, maintenance, installation details and operation of the wood stove. We have a Pro Tip guide for best practices when operating one of our Regency Pro Series wood stoves that can be referenced here: https://assets.regency-fire.com/getdoc/353fcb65-2423-4749-87d2-110611aa2959/Pro-Series-User-Guide-Stove. We recommend following these best practices when burning a Regency Pro Series wood stove at all times if you are not doing so already. Additionally, we and your local authorized Regency dealer are available to help you troubleshoot with any issues that may be occurring. If there is anything we can help with, please feel free to reach out to us at customercare@regency-fire.com. Warm Regards, Regency Fireplace Products

Posted 5 years ago

Peter And Fran Wein****

Verified Reviewer

“The best: now that we have gotten the hang of it, a little over 2 months out, we love this stove. It takes quite a bit of trial and error to learn how to coordinate the airflow while making sure that the combuster doesn't go off the deep end, but we're feeling much more comfortable now. We burn way less wood than we did with our old stove, and it pumps out plenty of heat for longer periods of time between loading. We wish that there was better guidance on how to keep the glass clean. Since we don't run it full bore most of the time, the glass tends to build up creosote, even though we clean the glass several times a week. The videos on the Regency website overstate how simple it is to clean the glass. There are areas on the glass that we simply cannot get clean no matter how long we work on them. In general, more detailed "how to" videos would be appreciated. We bought our stove through a dealer that doesn't actually keep Regency models in their inventory or even in their showroom, so they have been pretty useless in providing support on our particular stove. Meanwhile, the manufacturer strives to push the customer back to the retailer for support. So glad we got the fan with the Airmate. We wish that there was an option to have the controls on either side. Our fan controls are on the right as you face the stove, but because of the necessarily narrow clearance on that side it is difficult for us to get at them. It would be much easier to deal with if we could have had the fan controls on the left. All that said, so far I would say it's by far the best stove we've had in our 36 years of burning wood. [The others were a Vermont Castings Vigilant and an Avalon.] Very pleased overall.”

2 Helpful Report

Posted 5 years ago

Hi Peter & Fran, We are so pleased that you are enjoying your wood stove. Thank you sincerely for taking the time to provide feedback. We are currently working with the tech team to help provide more relevant information on how to burn your stove to keep the glass clean. You are right, burning at full capacity is the best way to keep creosote and film from building up. When the unit is cool try newspaper and some ash. If you ever need customer support and your dealer is not able to help, call into our customer care team they are happy to help 800-442-7432 (US) Please note that I have passed along the fan design information to our R&D team who are always looking for ways to improve. Thank you again for your purchase, and all the best!

Posted 5 years ago

James Hons****

Verified Reviewer

“Bolt fell out and baffled keeps falling out needs repaired.”

Helpful Report

Posted 5 years ago

Kai Hall****

Verified Reviewer

“Unfortunately I live on the Island of Montreal and due to new regulations had to change my wood burning stove. I had an older Regency model with performed very well for many years. I replaced it with the Regency Pro Series F3500 to comply with new laws. The glass is constantly dirty so you can barely see your fire, it is difficult to light and you must leave the door ajar to get the fire going. We first contacted you by email to complain and have yet to receive a response. We then called and were told to check the installation. The installation was done by the same company as our previous stove and one small adapter piece had to added because the stove is higher than our old one. When the glass is dirty you have to let the stove cool off before you can clean it therefore when it is cold outside we can't clean the glass. We also heard about a promotion when we changed our stove it was a $300 rebate which we never received. We are extremely disappointed with your lack of customer service and with the stove itself. We really wish we had ignored the new pollution by-laws and had kept our original wood burning stove.”

1 Helpful Report

Posted 5 years ago

Hi Kai, we're sorry to hear that you're not satisfied with the performance of your wood stove. We've informed our customer care team and they are happy to assist with your situation. Please give us a call at 1-800-442-7432 and reference your customer care ticket #6576 (KACE). We have also let our rebates department know that you have not yet received your rebate. When you call in, please ask to speak to our rebates department and we will be able to expedite the process for you there as well. Warm Regards, Regency Fireplace Products

Posted 5 years ago

“Overall I am satisfied with the purchase of my stove. I must say claiming 24 hours of burn time is a stretch from the truth. I work 24 hour shifts and I am away from my home for that long and when I return home I have found very few hot coals left and the stove really isn't producing any appreciable heat. Ultimately I end up restarting the fire in the stove which was not what I expected when the stove claimed 24 hour burn time. For the amount of money the stove cost I would have expected that 24 hour burn time to hold more truth. I also wish the burn chamber would accept larger logs. The removable handles on the stove to prevent them from getting extremely hot is a nice feature and makes it more user-friendly. The overall efficiency of the stove is impressive. I am using much less firewood than when I was burning with a much much older stove in an unlined chimney.”

Helpful Report

Posted 5 years ago

Clint Ski****

Verified Reviewer

“From the first day I got my stove I noticed a lighter than normal coat of paint across the top. I followed the proper procedures in curing the paint with a low grade fire. After the first good fire the top coat of paint peeled back and exposed metal. I called my retailer and was told to use steel wool, and use the provided spray can to apply a light coat of paint across the top. I did so, however now you can see ripples where the applied paint where it is not as thick the original paint. I was told by the retailer that they would be sending someone out to fix it, but it never happened. I even sent a reminder email to the retailer to see if they could fix it, but never got a response back. I don't feel it was my responsibility to try to repair the stove, but I did it anyway. I now would like it fixed properly like I was told it would be.”

Helpful Report

Posted 5 years ago

Hi Clint, thank you for reaching out to us. We do see call from your Regency dealer related to this issue. Please contact our customer care team directly at 1-800-442-7432 and they will be more than willing to assist you in getting this issue dealt with as soon as possible. Warm Regards, Regency Fireplace Products

Posted 5 years ago

“Amazing stove! It heats my home really well and very easy to light”

Helpful Report

Posted 5 years ago

Caroline Hu****

Verified Reviewer

“We actually really enjoyed this winter with our awesome Regency fireplace. Having spent a lot of the summer cutting, splitting and stacking wood from our own property it was very satisfying to sit back and enjoy the heat and warmth from a real fire. We saved a fortune on propane too as the furnace hardly ever came on!”

Helpful Report

Posted 5 years ago

Regency Pro Series F3500 Reviews