Regency Fireplace / FPI Fireplace Products International
Reviews and Complaints

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]

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.)

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.

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

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!

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.

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.

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.

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