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:09/18/2023

  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.

  I am writing to register a formal complaint against *****************************************, owner of Regal Mechanical and Home Improvement, in relation to the poor service I received and subsequent damages I incurred due to his actions.In 2022, I installed a ** **** system in my property. Upon deciding to change the thermostat, I sought a recommendation from ** **** directly. Their referral led me to *** ******* company, Regal Mechanical and Home Improvement. After discussions, **************** and I agreed on a service charge of $400.On [specific date], **************** visited my property at approximately 2:30 pm with the intention of providing the agreed-upon service. Before commencement, we both settled on a mutual understanding that if any complications arose, he would return the system to its original state. Sadly, after a prolonged 6-hour attempt, he was not able to fulfill the task at hand. Upon reminding him of our prior agreement, he opted not to honor it. Instead, he took refuge in his cara **** which I have substantiated with security footage.What ensued was even more distressing: **************** called the police, seemingly to ensure his unobstructed departure without rectifying the problem at hand. All I had asked of him was a written acknowledgment of the situation and a commitment to resolve it, but this was also refused.Now, due to this unsatis****ory service, my ** **** system remains dysfunctional, and I am faced with damages that total approximately $7,500.I trust that the Better Business Bureau will take my complaint seriously and aid in ensuring that such irresponsible practices are held accountable. I hope that through this complaint, potential future customers are made aware of this incident and can make informed decisions when selecting home improvement services.I am willing to provide any additional information, evidence, or clarification that *** be required to assist in the resolution of this matter.

  Business Response

  Date: 09/18/2023

  To the BBB.

  this is ********************* of Regal Mechanical & Home Improvement inc

  in response to the client's complain. We did agree upon $400 for me to install an ecobee.

  and as the client said we also did agree that i will replace the old thermostat if the ecoobee does not work.

  After trying for the 6 hours and couldn't get the ecobee to control the complete system( it did start the indoor unit but was not sending signal to the outdoor unit)

  I explained to the client that i would like to come by the next day with my field technicinan and we will try to get the communication fixed afer whicb the client did insisted on me replacing the old thermostat before leaving . I did replace it and and error code came up on screen.

  I then asked the client again to please let me return witb my field tech and i will also work with ****** tech support directly to resolve the issue.

  I also explained that i am also frustrated as i know you probably are too.

  the client then got up from his chair aggravated and said i cannot leave and i need to get my guy out here to fix tonite ( this was after 8pm dark and i was tired) which is why i wa *** to come back the next day.

   

   the client the went to his door as if he was locking it and asked for my car keys at which point his wife consoled him and i went outside to get my tools to try again and i did called my field tech and asked for his help on the phone so i went to the client door and asked for a pen and paper to write down the steps all while not feeling safe and not sure if i should go back in the house after what just went down.

  and after being back and forth on the phone. I decided to call 911 just because i did not want to just drive off the property and also i wasn't sure what to do at that point as i was never in such a situation.

  The cops came and took a report and cleared me to go.

  I did not agreed to any invoice as i had told the client i would first reach out to ******. And try tk figure a way forward.

  the cop also informed me that the client did not want me to come bk to fix thw thermostat.

  Note: the break down of the cost $400 was as follows 

  $100 non refundable for me to come out there because its roughly 1-1/2 hour drive

  And $250 - $300 after install.

  i did even the the client i dont even need the $100 right not just let me bring my field tech the next day to get the system bk up and running.

  Also the indoor unit did start up when i installed the ecobee but just no signal to the outdoor unit.

  Which proves that the system is not broken but functional. Which is why you would need to work with ****** tech support to resolve.

  Thank you and best Regards : *********************. ( Regal).

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Dear ********************* of Regal Mechanical & Home Improvement **** and BBB,

  
  In reference to ************************* account of events, I must point out a significant discrepancy in his version of events. Contrary to his claims, there is clear video evidence attached to this email showing that **** entered and exited the property freely without any hinderance or intimidation on my part. It is quite disappointing to see such misleading information being presented.

  
  It's regrettable that situations like this escalate to a point of involving the authorities, but it's crucial that the truth is conveyed accurately. The video footage clearly corroborates my statement, and I encourage the BBB to review it thoroughly.

  
  While I acknowledge the breakdown of the $400 fee and the challenges faced with the installation of the Ecobee system, it's vital to address the core issue at hand - the false representation of events by ****. It is essential that all parties involved operate with honesty and integrity, especially when reputations and services are at stake. 

  Finally, my system is still not working. Parts that corrupted by **************** are expected from ******.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,
  
  ***** *******
  
  
  
  
   
  

  Business Response

  Date: 10/08/2023

  In response to ****************** claim .

  i would like to give clarity on my part of the incident . Everything i said in my previous response and on the police report i submitted is the truth. 

  However ************** does not seem to understand clearly what was said in my statement, at no point did i say ************** locked me inside his house for the whole duration of my stay there so his cameras should show me having accesss in and out of his house. As i Recant and stated in my complaint, After trying to reinstall the original thermostat ( and error Code EH) showed on screen, i proceeded explain to ************* who was sitting in his couch with his wife , that there is a communication error code and i would like to please come back the next day Monday morning with my field technician who had been trying to walk me through over the phone and this way we **** be able to work ****** tech support to resolve the issue. At this Point about  7:30pm ************** Got up from his couch in an agressive manner and told me that i need to fix his system otherwise i cannot leave his property, or i can call my guy who was on the phone ( my field tech) to have his fix it , ************** the proceeded to his patio door where i was gaining access into ; out of the house from which was half open, he then closed it and also asked me for my "Car Keys "( a vital piece of info ************** faild to mention in either of his complaints) at this point his wife was trying to calm him down ( she spoke to him in their native tounge i believe as it was not english , so i couldn't understand what she was saying to him). At this point i was feeling so many emotions ( shook, scared, fearfull). So i decide that i need to get out of the house, so i then called my Field tech and explained to him that i needed to get the system running before i can leave. So he said he will try again to help me ,. At this point ****************** wife calmed him and i asked to go to my car to get some tools to try again , this is when He moved away and i exited , while goin to my car i explaindexactly what went down to my field tech and he advise if he was in such a situation he would've called the cops . At this point i said ok i will call the cops so i decides to go back to the patio door and ask for a pen to write down some solutions to the thermostat issue as this is why i got to exit in the first place ( so this me checking to make sure that ************** was still calm. 

  I was then given the pen and piece of paper and i procedded to enter my car and locked the doors then i called the cops. 

  I dont know how often these sort of incidents happens ,  but this was indeed a first and i hope to god its the last for me , because mentally since it happened it has been affecting my business directly as i am skeptical of entering a clients house even to give an estimate, because i am reminded of this situation whenever i go to a new client house. Or i am even skeptical a out send someone on my behalf to a  ew client's house.

  So ************** this ordeal has not only affected you it has and is still affecting the way i go about my business.

  Finally. I do not think in any way or for it is ok to ask a service provider for his or her keys 

  regaurdless or the situation.( this is like having a plumber over to fix your sewer but he couldn't the same night or day  and asked to come the next day , but you asked for his car keys and tell him that he cannot leave because you wont be able to flush you toilet).

  Very upsetting to thinl about.

  As a businessman i fully understand the role the BBB plays in helping to forge good relations . And i hope this issue is resolved in a humane manner and i am  ready to work with the BBB in trying to come to a timely resolve so i can get back to focusing on my business.

   

  Yours sincerly ********************* . Regal.

   .

   

   

  Customer Answer

  Date: 10/18/2023

  Better Business Bureau:
  
  I'd like to begin by expressing my deep appreciation to the BBB Team for your commitment in creating a platform where we can distinguish between genuine businesses and fraudulent ones. I must clarify that the statements made by **************** are far from the truth. The individual in question represented himself as knowledgeable about HVAC systems, but his actions proved otherwise. After his visit, my system was left in disarray, and he evaded taking responsibility.

  Subsequently, I hired another professional to restore my system, and I have attached the corresponding invoice. All I am asking is for **************** to uphold his commitment and cover the damages, especially since he's insured.

  To the BBB Team: I urge you to consider the implications of letting this individual go unchecked. If he's not held accountable, he might continue to deceive and disappoint others.

  Thank you, 

  Sincerely,
  
  ***** *******