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:21/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  HELLO
  
  on / about 04.12.2023 , had a my dryer " heater element " replaced......total cost $ 282.69
  HOWEVER , immediately afterwards , WHICH i DID report , dryer timer stopped working properly etc....CUSTOMER SERVICE , very poor , could not comprehend or understand is***......moving fast forward , TODAY , 04.21.2023 , came home to house full of SMOKE !!!! called 911 , ottawa fire services responded.......CAUSE OF FIRE / SMOKE , DEFECTIVE PART / IMPROPER DRYER REPAIR!!! NOW HAVE A BURNT UP DRYER , SMOKE FILLED HOME ETC.....
  
  -NEVER in my life ever dealt with such nonsense.....further litigation will be forecoming !
  
  I AM OWED A NEW DRYER AND FULL CREDIT FOR REPAIR BILLS PAID......NEEDLESS TO SAY.....

  Business Response

  Date: 28/04/2023

  Mr ******** attempted to repair his dryer on his own prior
  to our technician. We are not sure what he did when he tried to
  service the dryer to cause the element to short out and blow the thermal
  cutoff. Our technician, who has 40 years of experience,  replaced the
  element and cut off kit on April 12th, and there was nothing obvious at
  the time we serviced the dryer, it was working normally when the technician
  left the home. Upon hearing that there appeared to be another is***, we made
  several attempts to arrange to further diagnose, and even dropped by his
  house on April 18 after multiple attempts to confirm appointment and he was not there.  We
  made multiple phone calls in attempts to schedule another appointment, and then
  Mr ******** called our office and left us a very vocal message on April 20 that
  was very clear to stop calling him as he deemed it harassment and that no
  further service was required. At this point we closed the file. We can
  only honour our warranty when the customer allows us to further inspect/
  diagnose.  As indicated by the timelines, we have only acted in good
  faith.  

  Customer Answer

  Date: 28/04/2023

  
  
  Complaint: 19967463
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ********

   

  this   reply  is   completely    FAKE /  BOGUS  AND  FALSE.......RAMPANT  WITH  LIES.......
  

  REPAIR  WAS  DONE  INCORRECTLY......fact

   

  immediately  after   repairs  done , i  notified  reginol   of  NEW  IS***S  that  were  not  there before.  this  WAS  ACKNOWLEDGED and  accepted.......i     had  long  conversations ,  outlining  is***s ,   documented  and  verified....

  - i  clearly  noted  that  new  issues (  s  )  would  be  monitored , , and   they  would  be  updated. a   follow  up  inspection  was   requested , yes , but  called  off , as  again ,    AT   THAT  TIME ,  it  was  agreed  to  monitor  issue  of  timer   not  shutting  off......

  said   follow  up  appoitment  was   postponed and  called  off......HOWEVER  ,   due  to inknown   gross  incompetance  on  behalf  of  "  ***  "   in repair  , i   started  receiving  multiple  calls   to   "  book  a  appointment "   etc ???  why ?  NO  APPOINTMENT  was  scheduled.......i  called back  several  times ,  left  several  messages   WHICH  WERE  NEVER   ACKNOWLEDEGED  !!!  to  stop  harrasing  me  ....(  in  regards  to  appointments  that were  never  made  !!!!!  .................STILL TO  THIS  DATE ,   BUSINESS  HAS  FAILED  TO   CONTACT  ME  OR  REACH  OUT  TO  RESOLVE.....FACT  !!!

   

  ***  NO  ONE   EVER   CAME  HERE  "   SEVERAL  TIMES"*****  ANOTHER  FAKE  LIE......    WHY  IS  THIS  BUSINES SA DOING  THIS ????   WHY  ARE  THEY   MAKING   FAKE  AND   BOGUS    STATEMENT  !!!! 

  WHY  WON'T     FOLLOW  UP  AND  RESOLVE  ???? 
  

  Business Response

  Date: 12/05/2023

  We will attempt to contact Mr ******** and arrange to go inspect unit.
  ******
  Regional Factory

  Customer Answer

  Date: 17/05/2023

  
  
  AS  OF   05.17.2023

   

  REC'D A    CALL   /  MESSAGE    (   phone  display  shows    "  reginal  factory  )   ,  HOWEVER ,    phone  number   is  ************....(   registered  to  the    ******    *******  )  !!!

   

  just  calle d them ,   complained  again  that  when  they  call ,   phone  numbers   are  always  faked /   spoofed  !!!  spoke  to  ***   several  days  ago  on this  issue ,  they  admitted   business  is  using  some   garbage  VOIP    dilaer  system , known  problem....they  have  admitted  this ,   but  still  WILL NOT   resolve and   think  it's  a joke ,  just  like  th e las t gut  i  spoke  to  at  regiional  minutes  ago....... TOTALLY  BIZARRE

  moving  along :

   

  they  are  apparently  sending  some  here  tomorrow ,  05.18.2023  to   inspect  what  replacement  part  failed /  or  error  in    installing  of  replacement  parts    that  caused  dryer  fire................no  idea   what  to  expect  or  how  this   will  proceed.......obviously

  -they  still  seen  to  think  that  this  situation  is a    joke , still   are not  taking  it   seriously  either  !!!! 

   

  thanks

• Initial Complaint

  Date:31/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Régional Factory part est venu chez moi pour réparer la partie haut de mon réfrigérateur qui ne fonctionnait pas trop bien, après leur intervention le réfrigérateur devient totalement disfonctionnel. Il m'ont fait payer un montant pour l'inspection puis un autre montant pour la réparer. cependant après le départ du technicien, la partie freezer qui fonctionnait bien ne marchait plus et l'autre partie font j'ai payé pour faire réparer ne fonctionnait pas sussi. quand j'ai appelé la compagnie il m'ont dit ça va leur coûter une fortune pour la réparer et que je dois encore payer pour qu’il envoie quelqu’un pour corriger leur méfait. Pourtant c’est eux qui ont mis mon réfrigérateur hors d’usage pour cela je vous demande votre aide pour remédier à cette situation.

  Business Response

  Date: 18/11/2022

  The customer contacted us for service on their *******
  fridge. We went out and assessed the problem on Sept. 9th and
  found the unit required a new temp sensor, evap fan motor and assembly water
  leakage kit to be replaced. The fresh food evaporator was frosting up. This is
  a known issue with ******* fridges and there is a service letter that *******
  has sent out.
  The frosting of the evaporator is only possible if the
  compressor and sealed system is working. We requested the customer to turn the
  fridge off and defrost the fridge so we could
  remove the evaporator cover to access the defrost components. 
  Went back on Sept. 30th and replaced the required parts
  and the unit checked ok, as the fans were running and the display was working.
  It can take over 20 minutes for the compressor to kick in and start
  cooling. Customer did contact us later that day advising the fridge wasn’t
  cooling. We sent the tech out the following business day at
  no charge and found that their compressor had seized. This
  possibly occurred because the unit over worked with the evaporator cover
  being frosted over and then the unit being off for several days. 
   This is a different issue than the original. We advised the customer and
  quoted on the new repair and they refused. They wanted it done for free. We
  explain numerous times that this is a separate issue and this is the amount to
  fix this new issue. She still expects all repairs to be done at no cost. We
  also advised that if they had a copy of the bill of sale that was less than 10
  years old the compressor itself would be covered by *******.
  
  We do not feel we have taken advantage in any way, it is an
  unfortunate turn of events that was not created by us.  The fridge is an
  electro-mechanical device and they do fail.
  

• Initial Complaint

  Date:05/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Called on July 19th to get a tech in , my fridge was not keeping cold. Tech came in Aug 8th (2 1/2 weeks later and remember I can't keep anything in the fridge as the temp is 11 degrees celcius) fridge needs a complete system repair . Ordering parts , after 2 weeks I call to see if parts are in, "Oh yes they are in, was just about to call you " the receptionist says. Books the repair for Sept 8th at 8:00 am (note a month since the initial in house inspection) . Day comes its 9:00 am no one has shown up, I call - she looks into it and will call me back. Call back the wrong part was in the box ?? *** you don't check parks when they came in 2 weeks ago?? Rebooks the job for Sept 26, on Sept 22 I get a call - the only tech that does this kind of job has been called away on a family emergency , rebooks for Oct 6 OK sure now I haven't had a fridge for 11 weeks. WHO DOES THAT !!
  Cancelled the job on Sept 23, asked for a call back from the manager - never happened .
  
  I was charged $141.84 for the visit by the tech to diagnose the issue.
  I would like that money refunded

  Business Response

  Date: 26/10/2022

  Thank you for contacting us in regards to ***** ****, ********* ** ********.
  
  We have reviewed this file and can agree that the service provided was not up to our standards.
  This was due to circumstances beyond our control. The parts distributor sent us wrong part in a box that had the correct part information, then our only technician fully trained to complete the sealed system repair needed was called away out of town due to a family emergency. These unfortunate events delayed service and we were unable to repair in a timely fashion. We have phoned customer to process a refund for the diagnostic visit, and hope this is satisfactory, and are truly sorry for the inconvenience this has called Ms ****.
  

  Thank you

  ******
  Regional Factory Parts & Service Inc
  

  
  

  Customer Answer

  Date: 03/11/2022

  
  I just wanted to report that I did receive my refund from Regional Factory Parts as requested in my complaint .
  
  Thank you very much for your help in resolving this matter .
  
  ***** ****