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"Extremely Disappointed with Chimcare’s Service and Product, go with someone else! Our experience with Chimcare started off positively—they did a great job removing a large chimney from our house and installing a gas fireplace insert. Unfortunately, everything went downhill after that. The gas insert they sold us, a Regency brand, has been nothing but a nightmare. Over the last three years, we’ve had to call Chimcare out to repair it at least eight times. Each time, the fireplace works for only a couple of weeks—or less—before breaking down again, often in the same way. Most recently, the ceramic insert they installed broke after just a few days of intermittent use. This strongly suggests that their technicians are not properly trained at installing the ceramic inserts, leading to repeated failures. Because of these issues, we’ve had a functional fireplace for only two months total over the last two years. This failure to provide a reliable product and service has significantly impacted our family. We’ve gone through two Thanksgivings and two Christmases without a working fireplace. To make matters worse, during the major ice storm last year, we were left without the heat the fireplace could have provided—something we should have been able to rely on to keep our home and two small children warm during a power outage. Despite our repeated requests, Chimcare has been incredibly unhelpful in resolving the situation. I’ve had to pester them with calls every few days to get any progress on having Regency honor the warranty. They are completely unresponsive/not-proactive unless I am calling them directly - technician, project planner, and front office are all favorites in my phone - at this point, I’ve had to call daily just to get any updates or action on what should be a simple warranty replacement. Their lack of proactivity and accountability has been exhausting and deeply disappointing and makes it seem like they are not actually trying to honor my warranty and for what we paid for in terms of service. It’s incredibly frustrating to have spent so much money on this installation, only to deal with constant repairs, an unusable product, and a company that refuses to address their technician’s clear errors. While their team is polite when scheduling repairs and when the technicians are present, politeness doesn’t make up for poor service and unreliability. We deeply regret choosing Chimcare for our fireplace installation and strongly advise others to look elsewhere for their fireplace needs."