Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:25/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Regency fireplace installed in my basement since 2022. The installation was overseen remotely by one of their senior technicians. Unfortunately, from day one, we've dealt with a persistent burning smell that has never been resolved despite repeated requests for ******* took months before a technician was finally sent out, and even then, the visit happened during the summer, when the fireplace wasnt in use. Unsurprisingly, the issue wasnt resolved.After years of back-and-forth communication, I had to escalate the matter to the CEOs office. Eventually, Regency agreed to replace the unit. However, they now expect me to cover the labor costs estimated between $4,000 and $5,000 which includes demolishing and rebuilding part of a finished luxury basement. This cost should not be my responsibility, especially considering the issue was reported from the ******** make matters worse, the unit also has frequent ignition problems. It often fails to start, whether using the wall switch or remote, and sometimes takes hours or even days to function with no explanation or solution provided by their team.Throughout this entire process, Regency has shown a disappointing lack of urgency, accountability, and customer care. A quick look at other online reviews confirms Im not the only one with these concerns.I expected far better from a company with Regencys reputation. This has been an incredibly frustrating and costly.

  Customer Answer

  Date: 26/06/2025

  Last communication was me sending an email on March 31st 2025. But they never replied.

  Yes the unit has one year warranty parts and labor and they know about this problem from within the one year but they never fix it. It took them almost a year to send the technician which he played a very bad role and looking at the problem and try to deny the smell and also he brought the dealer with him that was wearing a heavy perfume tried to hide the burning smell. So they were giving me the runaround all this time while my fireplace wall still open and looks really bad in front of my guests and Friends and everybody asking me how long this is taking to be fixed .As you seen in my complaint I had to contact the CEO office complaining about the way they handled my issue then they start sending technicians and trying to figure things out and they finally they admitted that there is a smell after they tried to decline the case until one of their dealers confirmed that there is a bad burning smell then they offered me just to send a new unit and they expect me to do the Demolition and installation which will cost probably around $5,000 or more at today ******, so I refused and I asked them to do the full job but they start ignoring me again.

• Initial Complaint

  Date:19/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Regency ***** from our local dealer. The unit was installed on May 26, 2023. We have been using this unit approximately three months. Our carbon monoxide detector started going off, resulting in the fire department, having to come. The fire department determined it was coming from our Regency unit. I contacted Regency to get this resolved in a timely manner as this is our primary heat source. I notified the Regency representative of dates and times that I would be available. However, the Regency representative told me it would be a minimum of two or more weeks before they could potentially come out. I expressed my frustration of this timeline due to this being our main heat source. Regency then simply told me to reach out to the person who installed the unit to get assistance, after I had told them how uncomfortable I was having the installer come back in my home due to the situation the installer put us in in the first place. There has been no effort by Regency to rectify this situation.