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November 2024 by plumbnut
Our new Regency (U39E) fireplace puts our much more heat than our 28 year old Avalon. The ignition system looks much more dependable. Seems better engineered all the way around. The orifice conversion was easy. The shipment was very complete. The neo-angle glass broadcasts heat better than a simple flat glass. The remote thermostat control makes it easier to put the heat where we want it.
However...
The instruction manual was difficult to follow; not written for laypeople, the receiver battery pack is very awkward and cumbersome to access, the log set holes did not match the studs in the firebox and the transmitter/remote did not function as described in the manual. Nevertheless, a retired plumber like me, or anyone with some mechanical aptitude can make it work. Once up and running, it's a fine heater. I would still recommend the fireplace.
Baron Heating did a fine job and their sales person Heather was just great. First rate.
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October 2024 by Manny Fischer
After several attempts by installer, the unit was finally made to fit my opening. Operating and pairing is tedious, the remote does not operate as the manual says it should, some important categories were not included options on remote ie: remote pilot lighting. Highly important function. Thus far, it remains not functioning as it is meant to. The process continues, updates once shortfalls are rectified.
P. S. Front viewing glass is much smaller than most and should be a point to be considered.
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July 2024 by Jack Regan
I'm a Massachusetts resident that purchased a Regency ci2700 wood stove from a local fireplace provider, that has since gone out of business. First, Regency didn't require this local fireplace provider to offer installation services by a trained contractor - so I had to find one myself. Since then, I've noticed a part in the stove is bent and this part potentially affects the airflow of the stove. I've asked Regency for help, and they have ghosted me. They put 100% of the responsibility for their products on their distributors. If you have a problem with your stove that your distributor can't help you with - you are on your own. I expect much more from a company supplying the product - particularly given these stoves cost several thousand dollars.
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June 2024 by Jerry Sevey
Great stove. I wish it was a bit quieter on the lowest fan setting. Also would like it to work with Apple HomeKit.
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April 2024 by William Langhorne
DO NOT BUY THIS COMPANY'S PRODUCTS. YOU WILL NOT GET ANY CUSTOMER SERVICE. A friend wanting to buy a woodstove told me he traveled two-and-a-half hours and return, to their Delta BC factory and H.O. only to get the stock answer "we're a factory we don't deal with the public" and didn't even come away with a dealer list. I THOUGHT I WOULD DO BETTER so, I traveled the 5 hours round trip to a desk with "Lucia" printed on it, but of course someone else was in it and Lucia had to be called down. Although I asked one question only, for "guidance to where I could buy a stovepipe with damper" simpering pie-faced Lucia kept repeating they did not deal with the public. I asked for a dealer list and it was hard to come by. She showed me a map online and the only pin in Vancouver, she informed me, was a sheet metal company that sold their line of fireplaces, not stoves. Lucia directed me 40 minutes outside of Vancouver with a misspelled post-it note that said "New Minster" on it!
I asked my original question a 3rd time "where can I buy stovepipe with a damper in it" and after telling me a 3rd time they only sell parts for their products, like there's such a thing as a proprietary stovepipe she finally revealed they sold kits separately. I asked if she could give me the name of a dealer that definitely sold those kits. Lucia disappeared into the back, returning to tell me all the technical representatives were out at 11am. It was after all a Friday and this throwback company from the eighties closed at 1pm. She patently did not want to call phone a technical rep for me. DO NOT BUY THIS COMPANY'S PRODUCTS. YOU WILL NOT GET ANY CUSTOMER SERVICE!
I got a callback from a "SENIOR, that's SENIOR technical advisor when they saw this review and he asked the same question Lucia obsessed about: "Why was I there to buy...". Not caring, not 'present' not reading what I wrote or said, which was "Looking for guidance." Fat cat 5 acre factory that's lost sight of who pays their salaries. Boycott. Oh yeah, he did tell me they DON'T sell stovepipe/damper kits.
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February 2024 by nicholas podas
FOR INTEREST SAKE, I’M ALMOST 82 YEARS OLD.I HAVE A REGENCY FIRE PLACE, BUT UNDER NO CURCUMSTANCES HIRE PIPE RITE FOR YOUR REGENCY PRODUCTS.PIPE RITE IS AN INEPT LYING CONNING ROTTEN COMPANY WHERE THE ROT STARTS AT THE TOP.I HIRED THEM TO FIX A SIMPLE WATER LEAK IN MY KITCHEN AND THEY TOTALLY DESTROYED A PERFECTLY FUNCTIONING GHROE FAUCET OVER A FOUR HOUR PERIOD. THEY LEFT WITHOUT FIXING IT AND LEFT A WATER SOAKED MESS WITH A PILE OF BROKEN PARTS.I WAS WITHOUT IT FOR THREE WEEKS AND WHEN TIME TO FIX IT PIPE RITE REFUSED MY CALLS AND TEXTS AFTER PROMISING TO FIX IT.WHEN THE NEW TECH ARRIVED HE DISCOVERED MORE MISSING AND BROKEN PARTS.SO BACK ON THE PHONE WITH GHROE ORDERING THE MISSING AND BROKEN PARTS.HENCE ANOTHER THREE WEEK WAIT AND MORE LABOUR COSTS.YOU NEED TO LEARN FROM MY UGLY EXPERIENCE THAT WILL COST ME OVER $1000 TO REPAIR THE UGLY MESS THEY CREATED. THESE LYING PHONEY CON ARTISTS SHOULD BE RUN OUT OF BUSINESS AND REGENCY NEEDS TO RECONSIDER THEIR RELATIONSHIP WITH THEM BECAUSE THEY ARE AN UGLY STAIN AND A BLIGHT ON REGENCY.HOPEFULLY WE WILL SEE THEIR DEMISE SOON.AVOID THEM AT ALL COSTS, BECAUSE YOU WILL REGRET IT IF YOU DON’T AVOID THEM.AVOID PIPE RITE LIKE THE PLAGUE AND THEY WILL PURPOSELY PAD THEIR INVOICES IN THEIR FAVOR AND DON’T DETAIL ALL PARTS AND LABOUR.SO NO MATTER YOUR AGE OR GENDER, THEY WILL TRY TO RIP YOU OFF!!FURTHER TO THE ABOVE, REGENCY ASKED ME TO CONTACT THEM.I DID AND AFTER A FRUITLESS EXCHANGE, REGENCY BLEW ME OFF AND DEFLECTED AND COULDN’T CARE LESS HAVING PIPE RITE REPRESENT THEM.SO BUYERS BEWARE OF THESE COMPANIES BECAUSE THEY LOVE YOU WHEN YOU SPEND YOUR MONEY WITH THEM BUT WHEN YOU HAVE A PROBLEM OR ISSUE THEY WILL BLOW YOU OFF.AND NOW PIPE RITE A REGENCY DEALER WANTS TO CHARGE ME OVER $600 FOR DESTROYING MY KITCHEN WHICH COST ME $1000 TO FIX.THEY ALL NEED MEDICAL ATTENTION BECAUSE ALL OF THEM ARE PATHOLOGICAL LIARS.
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February 2024 by n p
FOR INTEREST SAKE, I’M ALMOST 82 YEARS OLD.
I HAVE A REGENCY FIRE PLACE, BUT UNDER NO CURCUMSTANCES HIRE PIPE RITE FOR YOUR REGENCY PRODUCTS.
PIPE RITE IS AN INEPT LYING CONNING ROTTEN COMPANY WHERE THE ROT STARTS AT THE TOP.
I HIRED THEM TO FIX A SIMPLE WATER LEAK IN MY KITCHEN AND THEY TOTALLY DESTROYED A PERFECTLY FUNCTIONING GHROE FAUCET OVER A FOUR HOUR PERIOD. THEY LEFT WITHOUT FIXING IT AND LEFT A WATER SOAKED MESS WITH A PILE OF BROKEN PARTS.
I WAS WITHOUT IT FOR THREE WEEKS AND WHEN TIME TO FIX IT PIPE RITE REFUSED MY CALLS AND TEXTS AFTER PROMISING TO FIX IT.
WHEN THE NEW TECH ARRIVED HE DISCOVERED MORE MISSING AND BROKEN PARTS.
SO BACK ON THE PHONE WITH GHROE ORDERING THE MISSING AND BROKEN PARTS.
HENCE ANOTHER THREE WEEK WAIT AND MORE LABOUR COSTS.
YOU NEED TO LEARN FROM MY UGLY EXPERIENCE THAT WILL COST ME OVER $1000 TO REPAIR THE UGLY MESS THEY CREATED. THESE LYING PHONEY CON ARTISTS SHOULD BE RUN OUT OF BUSINESS AND REGENCY NEEDS TO RECONSIDER THEIR RELATIONSHIP WITH THEM BECAUSE THEY ARE AN UGLY STAIN AND A BLIGHT ON REGENCY.
HOPEFULLY WE WILL SEE THEIR DEMISE SOON.
AVOID THEM AT ALL COSTS, BECAUSE YOU WILL REGRET IT IF YOU DON’T AVOID THEM.
AVOID PIPE RITE LIKE THE PLAGUE AND THEY WILL PURPOSELY PAD THEIR INVOICES IN THEIR FAVOR AND DON’T DETAIL ALL PARTS AND LABOUR.
SO NO MATTER YOUR AGE OR GENDER, THEY WILL TRY TO RIP YOU OFF!!
FURTHER TO THE ABOVE, REGENCY ASKED ME TO CONTACT THEM.
I DID AND AFTER A FRUITLESS EXCHANGE, REGENCY BLEW ME OFF AND DEFLECTED AND COULDN’T CARE LESS HAVING PIPE RITE REPRESENT THEM.
SO BUYERS BEWARE OF THESE COMPANIES BECAUSE THEY LOVE YOU WHEN YOU SPEND YOUR MONEY WITH THEM BUT WHEN YOU HAVE A PROBLEM OR ISSUE THEY WILL BLOW YOU OFF.
AND NOW PIPE RITE A REGENCY DEALER WANTS TO CHARGE ME OVER $600 FOR DESTROYING MY KITCHEN WHICH COST ME $1000 TO FIX.
THEY ALL NEED MEDICAL ATTENTION BECAUSE ALL OF THEM ARE PATHOLOGICAL LIARS.
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February 2024 by Thomas Clay
Exceptional quality, easty to follow installation instructions.
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January 2024 by Jonas Shandel
Good wood burning stove however the the two bolt system on the door handle is always loosening and tightening. Constantly having to tighten and adjust it with a wrench. I’m irritated by this oversight and lack of attention.
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December 2023 by Scott Lenardon
Really poor customer service experience as a licensed gas fitter.Usually calling a company that sells gas related products and who offers customer support. They are more then helpful at answering any questions.Here, for some reason their support seems to just want you to hire their own guys or a regency dealer. I get it. We all need to make money and they want to support their own teams but asking simple questions and getting a response saying you don't sound qualified is quite disrespectful.I inquired about locating a model number from the serial provided. Got no help or he didn't know.I asked about the insulation type material. If I can replace it around the looks. No help with that.He either didn't know or was too bothered to help.Do you guys not provide customer support to licensed gas fitters or even homeowners?
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November 2023 by Joellen Zuk
Excellent sales team & installation
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November 2023 by Channelhealing Renata Asimo
The best wood stove. Completely satisfied.
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July 2023 by Linda Sewell
Stove looks great but trying to get a warranty is impossible online!
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January 2023 by Ted Boyachek
After 15 years of exceptional service my Regency wood burning insert developed issues; their response was exceptional....supplied a new firebox....no charge. Unlike other "lifetime" warranties Regency honors theirs. Highly recommended.
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January 2023 by Jackie Romus
Due to damages to our home, we needed to replace our Regency Fireplace that we originally purchased from Fireplace Outlet when they were located on Niagara Falls Blvd., Tonawanda, NY. Because of their great service and expertise, we once again purchased the same gas fireplace from Fireplace Outlet. We were pleased that we received the same quality product and service as we did in the beginning of their business. Dan and Becky are hands on owners and go above and beyond to help their customers. We highly recommend stopping in their store and purchasing your future fireplace from them.
