Regency Fireplace / FPI Fireplace Products International’s earns a 2.2-star rating from 10 reviews, showing that the majority of homeowners are somewhat dissatisfied with heating solutions.
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Regency Proflame GTMF System
Dear Sirs:
I just wanted to let you know how disappointed I am in your fireplace stove. I bought a new stove and ordered it, 6 months later I still don't have it. One of your sales staff said the bugs hadn't been worked out and I would be better off to buy one that had been proven a good stove. The stove I ended up getting has hardly worked at all. I waited to get it fixed, by then it is summer and I don't need it. Soon as it gets cold it won't work and I have to wait 6 months for service. I'm now waiting for more parts and a new remote. By the time it gets here I won't be able to use again because it will be warm. You can check my dates with Aqua Quip in Kent Wa. I hope you sell better stoves to other people. My stove is a Proflame GTMF System. I had it fixed the first time 6-20 22, since then it has hardly run at all, now broke down again 12-6 22 still waiting to get it fixed.
Sincerely,
Leonard Schacher
Cell Number: [protected]
Desired outcome: I want the damn thing to work
Recall on u39 stove
The Regency u39 stove I purchased in 2003 was recalled. I purchased the most expensive unit that was available with gold trim and gold door frame. The company wants to replace the gold door frame with a black door frame for the recall and not reimburse me for the difference in cost between the black and gold frame door. (Gold frame door is no longer available.)
Fireplace insert/wrong surround
Regency sent the wrong size surround and the distributor has said he will not fix their error--the leaving dealer and myself struggling to find a solution.
I ordered both the LR16E and HR16E fireplaces. They were installed by Shanahan Construction Supply in the spring of 2016. According to the brochure printed 7/2015, page 17, the Low profile faceplate, 3-sided, Oversize, Sunset Bronze, is an available option for both of my units, not custom. Page 19 shows the rear portion of this plate should measure 47-3/8" wide by 30-9/16" high.
The rear portion of the plate that I received measures 46" wide by 33" high. The distributor says that the one I ordered is no longer available. In the new brochure dated 9/2016, the rear plate is now called a backing plate and is still available 47-3/8" wide by 30-1/2, it's just called 3-sided, Regular, instead of Oversize. Clearly all their name changes led to the mixup, but I think the main issue now is getting the correct finish, Sunset Bronze, on the correct size 47-3/8" wide by 30-1/2".
The dealer tells me that Regency refuses to provide it and I'm heading into winter with 2 still unfinished fireplaces.
Is Regency Fireplace / FPI Fireplace Products International Legit?
Regency Fireplace / FPI Fireplace Products International earns a trustworthiness rating of 94%
Highly recommended, but caution will not hurt.
We found clear and detailed contact information for Regency Fireplace / FPI Fireplace Products International. The company provides a physical address, phone number, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
Regency-fire.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.
Regency-fire.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.
However ComplaintsBoard has detected that:
- Despite a high level of trust, our investigation found issues with Regency Fireplace / FPI Fireplace Products International's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 30% of 0 complaints were resolved.
P131 gas fireplace
It is beautiful 3 sided fireplace. It has noisy blowers that or not variable speed control and there is not fan shutoff. The remote provided shows these features on it but this model doesn't support those features on the remote. The tech support offers no solutions even at extra cost. If one makes any attempts to fix the problem tech support indicates the unit voids the warranty. I hope this note will get Regency to fix the problem or if not other buyers are aware of what they are buying
The fans are noisy and are low capacity .The fans in ours lasted less the a year & were replaced under warranty. In addition the fireplace needs batteries to run ( 5 AA batteries in addition to those in the remote) which last less than a year. To chance the batteries you need to get down on the floor take off the bottom grill and fish them out from under the fireplace which is very poor design.
Regency Horizon Gas Fireplace
I had Regency Horizon Gas Fireplace installed in my home in 2013. It looks good but that's really the only positive thing I can say about it. The operations manual is minimal and if you want to trouble shoot a problem you're having with the unit you can't. I called the dealer that sold it to me and he gave me the "tech support" number at Regency. I called them and the first thing they asked was "how did you get this number", not how can I help you. They told me to contact my dealer (useless) or the installer. I have had the installer here 4 times at $150 a visit to fix different issues with the fireplace. The parts that the customer handles like the switch plate and battery pack are shoddy and difficult to deal with. Most of all I very disappointed with there customer care and their lack of customer satisfaction. Do NOT buy a Regency Fireplace!
I agree with the complaint
Do yourself a favor, Look for another fireplace brand! REGENCY=Very Poor customer service and dealer doesn't care as well. My gas fireplace insert when lit to put a fire on, would explode inside of the firebox. (Incomplete combustion). The explosion was so violent it blew the damper gaskets on the insert to shreds and the whole unit shook. I called the gas company and they immediately tagged the unit as unfit. Called the dealer and it took him a couple weeks to come out and look at it. He played with it for about an hour and said it was good to go. A week later it did the same thing again. Once again dealer came out to fiddle with it and once again it did the same thing again. Called the area sales mgr Bob McCauly. I might as well talked to a blank wall, as that is what he is like. He stated the dealer will fix it. Famous last words. When dealer didn't fix it right, McCauly wouldn't answer his phone. Typical loser. I called an HVAC company to come out and look at it; and they fixed the unit, of course at my expense. Works better now, than it did when it was brand new. They found the problem, something the dealer couldn't figure out. Regency didn't want to fix it even though it was under the warranty. Buyer BeWare--You will be sorry if you purchase anything that's a Regency product. Very expensive unit that works like a cheap scrap of metal.
Warranty
This company bosts a "lifetime warranty" but in reality the warranty covers inital factory defects, after that if anything goes wrong it must be your fault. They feel no responsibility for living up to their vaulted advertizements reguarding the performance of their inserts. If anything goes wrong after you use the fireplace it must be your fault and not theirs. I have had other fireplaces before this one and have used them with no problems, but because this one had heat tubes fall apart and a cracked firebox it must be my fault for overfiring the box and can't be their fault for a product being used for more than a show piece.
The complaint has been investigated and resolved to the customer’s satisfaction.
Customers ingnored
If you have a warranty claim they will do anything to make you shut up and go away. Our Warmhearth cracked last year. We told the dealer and he didn't even come to inspect it but said send fotos. We did and he did nothing. Then without any explanation he passed us to a distributer. We had the crack inspected by an engineer and his conclusion was that it was a faulty design and possibly a fault in the steel. We wrote to the manufacturer and a replacement mysteriously appeared at the dealers without any explanation. (He said he'd gotten it for us and that we should be satisfied). He would not come to the house to see about doing the replacement without us acknowledging that Regency would not pay for his labor, even though he knew it was covered by the 5 year clause in the warranty. Then he gave us an outrageous and padded estimate to do the work.
If Regency calls that great customer service then they deserve to be called on it and anyone buying their product should know that once Regency has their money they will never want to speak to them again.
Faulty Gas Fireplace
I purchased a gas fireplace with installation on 7/1/11. It took until Nov. 30, 2011 before it was operational. I had to call in the manufacturer and they got another dealer involved to repair the faulty installation. I had to make 41 phone calls to Mountain home utopia, they made 9 service calls, set up 5 service calls they did not show up or call to cancel, I had to personally visit the store 3 times. Good thing Regency fireplace was good enough to work with me to get this working. At the end Mr. Philllips of Mountain Home refused to work any further to get the unit working. Then when the factory rep fixed it I asked him for a refund. We settled on 1/3 as a refund and he gave me a check, not surprisingly it bounced and I have it in the hands of a collection agency now.
The complaint has been investigated and resolved to the customer’s satisfaction.
Canadian Manufacturer of Wood Stoves treats their Customers like Dirt
Regency Fireplace Products - Stay away DO NOT BUY
I purchased an Regency Fireplace Products I1200 Wood Burning Stove to be installed by Morgan's Fireplaces (Centerville, Ohio) after purchase from them into a pre-fabricated fireplace chimney at my home.
I had another quote from another company and that company was going to insulate the new 6" stack pipe (approximately 20 feet in length) upon installation if they were awarded the job. I choose Morgan's cause their price was slightly less. The other company also informed me that they went to Regency's Fireplace Products installation class in Dekalb, IL for a week and that Regency requires all I1200's being installed into a pre-fab fireplace to be insulated around the stainless steel stack pipe.
Morgan's did not use insulation around the new stack pipe as I was there watching the installation process. For the last 3 weeks I have been tring to get a $3, 000 stove to put out heat and it will not do so. The old fireplace put out more heat than this $3, 000 stove which obviously when you spend that kind of money is not right.
Morgan's will not come back out to insulate the stack pipe and is unconcerned about my total lack of heat from the stove. Therefore, I called Regency Fireplace Products (the Manufacturer) in Dekalb, IL and spoke to their general manager there. He also is unwilling to address the problem at hand saying he cannot send his factory rep out without his Dealer being there and since his Dealer is unwilling to meet me on the job site he cannot send his rep out. Getting the runaround I am.
The other day this general manager told me that if the Dealer (Morgan's) and I were unable to resolve the situation then Ilinois would send their rep out to my home. Now he is unwilling to do what he said he would do. Also, this general manager confirmed to me that all pre-fabs with the I1200 need to be insulated around the stack pipe so that the proper temperature can be achieved in the home from the stove. He confirmed that this is how they teach their dealers to do it at their school.
The general manager would not even provide me with his email address nor would provide me with Regency's Corporate home email address in Canada.
Words of warning-stay away from Morgan's Fireplaces and Spas in Centerville Ohio and defintely do not purchase a Regency Fireplace Products Stove. Regency is a company based out of Canada. Their USA branch is in Dekalb, IL.
Morgan's has terrible Customer Service and Regency supports their dealers only and could care less for the End User of their products. http://www.regency-fire.com
Stay away
I purchased an Regency Fireplace Products I1200 Wood Burning Stove to be installed by Morgan's Fireplaces (Centerville, Ohio) after purchase from them into a pre-fabricated fireplace chimney at my home. I had another quote from another company and that company was going to insulate the new 6" stack pipe (approximately 20 feet in length) upon installation...
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About Regency Fireplace / FPI Fireplace Products International
Overview of Regency Fireplace / FPI Fireplace Products International complaint handling
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Regency Fireplace / FPI Fireplace Products International Contacts
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Regency Fireplace / FPI Fireplace Products International phone numbers+1 (604) 946-5155+1 (604) 946-5155Click up if you have successfully reached Regency Fireplace / FPI Fireplace Products International by calling +1 (604) 946-5155 phone number 0 0 users reported that they have successfully reached Regency Fireplace / FPI Fireplace Products International by calling +1 (604) 946-5155 phone number Click down if you have unsuccessfully reached Regency Fireplace / FPI Fireplace Products International by calling +1 (604) 946-5155 phone number 0 0 users reported that they have UNsuccessfully reached Regency Fireplace / FPI Fireplace Products International by calling +1 (604) 946-5155 phone number
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Regency Fireplace / FPI Fireplace Products International emailscustomercare@regency-fire.com100%Confidence score: 100%Supportmedia@regency-fire.com98%Confidence score: 98%communicationemployment@regency-fire.com78%Confidence score: 78%photos@regency-fire.com10%Confidence score: 10%
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Regency Fireplace / FPI Fireplace Products International address6988 Venture St., Delta, British Columbia, V4G1H4, Canada
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Regency Fireplace / FPI Fireplace Products International social media
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Checked and verified by Olivia This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 13, 2024
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