Regency Fireplace |
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Consumer reviews about Regency Fireplace |
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just me a hard working homeowner
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Dec 21, 2011
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Stay away
True, Regency has no customer service, no resolution center, and goes to great lenth to hide their phone number .
on their website nor listed anywhere. Everything gets circled back to their 'Dealers' .Even their dealers have no contact with Regency other than a territorial sales person.
They must get a lot of complaints as this Canadian Co has a very smart tight sheild of operations aimed at keeping the complaints away and the sales streaming in.
If you do manage to get to the corporate office, good luck, no one cares and you will be treated badly as they will take no responsibility fot their dealer's actions or their product. They will change stories and blame it on whomever, you, dealer, a part in China. Regency is all about advertising, sales, marketing, promotions. Regency iis the #1 seller and their effort is about moving product no follow up, no end user support, no real support to their dealers either. I got the Regency #, thu a CA dealer who gave me one of the wharehouses in MD, who gave me to Wash, who gave me to Canada corporate ... The wharehouse were nice folks compared to the nasty Corporate Office. good luck getting by the receptionist ... she won't know where to send your call, beccuase calls don't usually penatrate all the way thru to Canada. Boy, they were so mad I got their number & kept asking how I got to them! Here's their address., Regency, 6988 venture st, delta brit col. V 4G1H4 1 877 503 -2467. The founder Robert Little has 300 employees in Canada Corporate and 475 employees in Australia. Try writing a letter to him to complain .. he's the only one I did not bother with, I figured someone else would open it, not respond.
Please post your results from contacting corporate as Regency must answer for their product and be responsible. You purchased an expensive product and they have 100% quaranttee. Their strategy is to wear you down. Keep at it.
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wipeout81
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Jan 21, 2012
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Stay away
I bought a Regency fireplace from Mountain Home Utopia in Jefferson, NC. They improperly installed it, made a mess and refused to fix it. I managed to get to Regency in Canada, called and E mailed a man who said he was head of the technical department and he was really helpful, Got the local factory rep to get another dealer involved and fixed it and no charge!
They removed Mountain Home as a dealer, seems they did everything right for me. 5 Stars to Regency, --5 stars to Mountain Home Utopia.
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ElJefe
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Mar 19, 2012
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Stay away
Regency might make a decent product but their customer service is terrible. They do everything possible to ignore, stall, and deny any customer's warrranty claim. That starts with the Dealer and goes all the way to the top. Our Warmhearth cracked last year and the dealer ignored us (didn't even come to see it for himself) then without explanation dumped us on the distributer who also stalled. We had the crack inspected by a metallurgical engineer and he concluded it was improper design and possibly faulty steel. We sent a letter to the distributer and the company and a replacement insert mysteriously appeared out of nowhere and without explanation at the dealers. The dealer said he was responsible for getting the insert and we should just be satisfied. He would not come to see the job for pulling out the faulty insert and replacing it unless we acknowledged Regency would not pay his labor (in spite of our claim falling within the 5 year clause). Next he gave us a padded and outrageous bid to do the work. Regency has offered a paltry percent in "subsidized" labor coverage. I've never seen a company go to such extremes to avoid its own responsibilities and even attempt to keep their customers happy.
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lark
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Mar 4, 2016
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no heat
I bought the HI-300 insert for my fireplace in my log cabin witch is only 720 sq. ft. and it will not heat the cabin and they will not even come out and take a look at it for me to try to fix it.
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