Reviews

I purchased a Regency Fireplace Insert and promptly registered the product with them to protect my warranty rights. Last year I reached out to them regarding warranty issues-the door glass cracked, which they state is fully covered for replacement. Their warranty **** kept giving me names of dealers well over 100 miles away to go to for the repair. The closest place now selling them shows to be on the West Coast. All dealers they referred me to for repairs no longer sell the product or refuse to make repairs. Out of frustration in getting my repair addressed, I set the issue aside and did not use the damaged Fireplace insert over the winter. This fall I tried again. There is no longer a phone number to call about warranty issues. I did find their US **************** address and I sent a postal letter to them. I subsequently received an e-Mail from them telling me that they don't manufacture my unit, even though I have a Regency Warranty in writing on it. They say this unit is manufactured by *********************** and I would have to deal with them. *********************** did not warranty my unit. Regency did and they will not address my claim even though their office created a claim file last year through their office. I am being forced to get outside companies to service my fireplace insert for safe use. Regency requires you to take your damaged unit to their dealers of which there are not on the East Coast. I believe Regency should reimburse me for expenses to repair my "Regency-Warrantied" Fireplace Insert. As it stands now, their warranties are false, and the public should know they don't stand behind the products they sell and warranty.

When buying a Regency fireplace from a distributor/installer in the U.S., you need to be super careful about who you work with. We purchased a $15k fireplace from a distributor/installer, had it installed, and a year later we still cannot use the fireplace because it smells super bad in our house. We have contacted the installer and have gotten no resolution...but my complaint against Regency is that they take no ownership over their product. It's all pushed onto the distributor/installer, and the consumer is caught in the middle. Our remodel company followed all specifications for installation of the fireplace - and talked with Regency repeatedly during the install to ensure we are doing things to spec, yet we continue to have issues. I've talked with Regency people, and their response is to provide generic information, without detailed instructions, on how to resolve this and continue to tell me that my "bill of sale" is with the distributor/installer, and that I need for them to resolve it. This is no way for a company who sells a product that involves fire to act. This could potentially be a safety issue and no one is taking ownership. For this, I would say buying a Regency Fireplace as a potentially hazardous experience. My understanding is most fireplace installs are done without issue...but this one didn't, and Regency seems to be hands-off with a resolution. I would not recommend buying these products.