Regal Plumbing, Heating & Air Conditioning, Inc.

We have taken care of the sisuationIt was tenant landlord issues and homeowner did provide credit card for usAfter speaking with the Owner of the property they are satisfied with our reason for running the credit cardCustomer is happy with the way it was handle and we have made changes to the
account to both agree that they live in Florida and property location where work was done was in YorkThe property owner is happy and will still be using Regal, IncTell us why here

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I never provided nor authorized the business to use my credit card for future servicesMy credit card was to be used the one and only time I requested service when I resided in the homeI was never informed nor received anything in writing stating that because I reside out of state, that my credit card was going to remain on file and will be charged if any services were needed for my home
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I never provided nor authorized the business to use my credit card for future servicesMy credit card was to be used the one and only time I requested service when I resided in the homeI was never informed nor received anything in writing stating that because I reside out of state, that my credit card was going to remain on file and will be charged if any services were needed for my home
Regards,
*** ***

We have taken care of the sisuationIt was tenant landlord issues and homeowner did provide credit card for usAfter speaking with the Owner of the property they are satisfied with our reason for running the credit cardCustomer is happy with the way it was handle and we have made changes to the
account to both agree that they live in Florida and property location where work was done was in YorkThe property owner is happy and will still be using Regal, IncTell us why here

When I was at the property to look at the section of stack that needed to be replaced, it was not visable at the time. I told [redacted] we would repalce the stack to the ceiling height NOT to disturb the tee in the wall which is where all the bathroom drains connect. We did just that...

and we replaced the stack to within 8 inches of the ceiling. When I returned to her property to meet with her on July 25th and explained to her why we stopped 8inches short she said she does remember me telling her about the tee in the wall.
Not responding to her after she visited my office was an oversite on our part. There were 2 peopole involed and each one thought the other one was taking care of her.
As far as the letter being sent I was out of the office the week of July 14th on vacation. The office staff laid the mail on my desk which is what they are to do. When I returned from vacation, the letter was addressed with the customer.
All the waiting & sending letters would have just taken a quick phone call and all would have been resolved as it is now!
Aerator on 2nd fl. sink has been replaced (which we supposedly damaged 8 months ago and nothing was ever said?)
The toilet supply has been repalced because she didnt like the looks of the one we used.
The remaining balance of the contract was returned to her for the portion of work cancelled by her.
Thanks

Review: On June 11, 2014 I signed a contract with Regal to complete pipe and water valve replacement as well as installation of a new furnace. I was required to provice a 50% deposit for both jobs. On June 18 the pipe and valve work was completed. The work did not adhere to the contract. They also did work not specified in the contract without consulting me. In addition, they did damage to my house. Following a phone call to Regal they returned to my home on the same date to do some repair. On June 19 I went to the office to file further concerns and was told that someone would call me the next day. I never heard from them. On July 15 I wrote a letter to them asking for remedy for the initial job and a mutual agreement to void the contract for the furnace and return the deposit in full. To date I have not heard from them.Desired Settlement: Refund for work done which is not in compliance with the contract. Compensation for toilet pipe that was unnecessarily replaced with an unmatched pipe. Replacement of damaged aerator. Nonpayment for unauthoized work and for toilet damaged caused by plumbers. Mutual agreement to void furnace contract and full refund of deposit.

Business

Response:

When I was at the property to look at the section of stack that needed to be replaced, it was not visable at the time. I told [redacted] we would repalce the stack to the ceiling height NOT to disturb the tee in the wall which is where all the bathroom drains connect. We did just that and we replaced the stack to within 8 inches of the ceiling. When I returned to her property to meet with her on July 25th and explained to her why we stopped 8inches short she said she does remember me telling her about the tee in the wall.

Not responding to her after she visited my office was an oversite on our part. There were 2 peopole involed and each one thought the other one was taking care of her.

As far as the letter being sent I was out of the office the week of July 14th on vacation. The office staff laid the mail on my desk which is what they are to do. When I returned from vacation, the letter was addressed with the customer.

All the waiting & sending letters would have just taken a quick phone call and all would have been resolved as it is now!

Aerator on 2nd fl. sink has been replaced (which we supposedly damaged 8 months ago and nothing was ever said?)

The toilet supply has been repalced because she didnt like the looks of the one we used.

The remaining balance of the contract was returned to her for the portion of work cancelled by her.

Thanks

In the beginning of Sept. 2015 I requested Regal come out to my home to follow up on my AC not working properly. The system is not blowing cold air and they have been out two previous times since June of 2014. The first time they just recharged the system. The second time in June of 2015 I told them I'm having the same problem and that the system must have a leak. They recharged it again with refridgerant and did a leak test but said nothing showed. In Sept. of 2015 the AC again was not cooling. I called to request they come out again.
Prior to them showing up I asked them what refridgerant they put in my system in June of 2015 when they came out. The assistant told me the tech's notes said he put in 2.5 lbs. of R22. I informed them my system only takes R410A and that R22 would damage my system if they mixed it. The only way to fix the error is flush the system out and put new coolant in. The assistant could not assist me and referred me to the service manager, Mike Jr. When I spoke to him he would not agree to flush out the system and only said they would look for the leak. When the tech, Chris, came out I complained to him that he put the wrong refridgerant in my system the last time he came out. He claimed it was a computer glitch and tried to change the subject. He too refused to fix the issue by flushing the system and instead focused on finding the leak so they could charge me for fixing that. I talked to the owner of Regal, Mike Sr., a few days later and he too would not agree to flushing the system since I had a leak. Instead they offered to fix my leak by charging me for a part that is under warranty and then charging me $1,200 in labor. Their practices were very deceptive and they would not fix an issue that they caused. As a result I've had to find a new HVAC tech to properly fix my system. I would strongly recommend any homeowner stay away from working with this business. If they make an error in your home you can most likely assume they will deny it and do what they can to avoid fixing the problem that they created.