Terrible customer service. My Regency Fireplace stopped working. Gas shut off by utility company. Dealer slow to come to fix it and when he did come out unit only worked a week. Dealer is useless. Dealer showed up to repair again. Same thing it only worked a week. Contacted area salesman Bob MacAuly and he said he would get it repaired. Might have as well spoke to nobody as he was just a mouthpiece of pure false info. Whole company in Canada is a joke. Spent 4500. 00 and no service. Had an HVAC company look at it and he got it repaired finally. Never use Regency Fireplace for a purchase. There are much better units just not Regency.
Mr. Nicholas Tella On Phone To Regency Fireplace Service
I recently purchased four Regency Gas insert fireplace models from RI distributor Fireplace Factory Outlet. They were all installed by them as well. All are trimmed in granite. One of the units, the Regency Horizon- HZ54 LP, heats up so much that it has cracked the surrounding granite 2X We contacted the retailer on several occasions and they finally sent out the tech that installed the units, he stated that the blower was installed backwards. That did not fix the problem as he ran it and was unable to touch the surrounding area without burning his hand. He then stared that he would call Regency and they would get back to me to resolve the issue. That was four Months ago.
The 301-248-6000 is not the correct phone number for Regency. It is to Dick's account and Heating in Fort Washington, Maryland. They install Regency Fireplaces,, but they are not the main customer service contact. They service southern Prince Georges county and Charles County in Maryland.