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:11/11/2024

  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.

  9-4-24 through9-8-24 My shut-off valve to the whole house was leaking even when it was turned off. It is in a difficult to reach area under the mop sink and behind the washer on the floor. I have a bad knee and a bad ankle, so this is extra difficult for me, and is only going to get worse as I get older. I called Regional and they sent **** out. He told me they could put a second shut-off valve in that would be more accessible, and I wouldnt have to get down on the floor. I agreed to the 2nd shut-off, at a significant cost, thinking that would be good as I get older and less mobile. He told me they would have to come back on Tuesday to do the work. On Tuesday, 2 technicians showed up to do the work. They finished and the second valve was installed on the floor even further behind the washer, making it even less accessible. They claimed it was impossible to do what **** said they would do. When **** called me back, he denied saying that they could make it more accessible. I would never have agreed to the extra expense of a 2nd valve if I had been told that it wouldnt be more accessible. Not only that, but they cut off the handle to the shut-off valve leaving me with a jagged, sharp 1 of metal to turn off/on the valve. Regional has done nothing to rectify the situation and shows no remorse or sympathy to the mess that they left me with. I would like the work to be done as originally outlined by ****. Alternatively, I would like the cost of the second shut-off valve refunded and a workable handle to be installed on the main shut off valve or that to also be refunded.

  

  Business Response

  Date: 12/02/2024

  This complaint has been 100% satisfied with this customer as we always try for 100% satisfaction. We have addressed and reinstalled a valve to make easy shut off for her. We apologize for any miscommunication that may have happened between sales and installation, and we look forward to serving this customer again in the future. 

   

• Initial Complaint

  Date:05/17/2022

  Type:Billing 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.

  We got an ac and furnace installed on November 17,2021. We financed $15,448. In the proposal a $250 ****** rebate was available for each unit. After the install I waited over 4 weeks and we had not received a rebate. I called regional plumbing and I was told it takes time and we should receive something within a couple weeks. I called back a couple weeks later and was then asked for my ****** account number. I was at work at the time and did not have signal to look up my account number. I called back later with my account number. I wondered then why it was weeks later and I was now asked about my account number, but I was just happy it was getting done. After not receiving anything I decided to call ******. They informed me they never received any form trying to get a rebate for my account and they also informed me they have a 60 day period to receive the rebate forms. At this point we were over the 60 days so I was pretty upset. I called regional again and then I was told when they tried to submit it they were informed that the deadline had been reached. I asked why I wasnt given a call about this. I was then told **** would reach out to me. After not hearing anything for weeks I emailed him on ****. He called me maybe a week later. He came to the conclusion he would go over all the phone records to determine what he would do to resolve this. I told him I had never received anything in the mail about submitting paperwork to ****** and I never got a phone call from anyone about starting the ****** rebate. I was the only one that ever called them trying to get answers about the rebate and it was over 6 weeks after the instal that I was even asked for my account number. It should not have taken that long to ask for my account number. Were they not aware of the 60 day period. He said he would reach out to me by the end of Thursday week. I never heard from him. I emailed again ****. I have called again also and am always told he will get back today and he never does

  

  Business Response

  Date: 05/17/2022

  Thank you for leaving us a review although were sorry you didnt have a great experience. In regards to your situation, according to ******, the rebate application and invoice(s) must be postmarked within 60 days of installation. We received your ****** Account Number on 01/25/2022. This was 69 days after installation. We tried reaching out to ****** to see if they could make an exception and unfortunately they were unable to do so due to this strict policy. When you called us in regards to your ****** Account number, according to the phone records, we asked you for your ****** Account Number and this was not provided from you until a month later. At this point, we were unable to process your rebate application since this was past the application's expiration. We realize this is disappointing, but as **** has discussed with you, there is nothing we can do on our end for this rebate since this is provided through ******. 
  

  Customer Answer

  Date: 05/18/2022

   I am rejecting this response because:
  The last time I spoke to **** he told me he was going to look into the phone records and get back to me within the week. He never got back to me. My problem is I should have never had to reach out to you to start this rebate process. I should have been mailed the form to fill out or called for the account number the day or day after installation. I was never reached out to. If I never called, the 60 days would have gone by and no one would have noticed. This is ridiculous. I have reached out to another heating and cooling company and they told me it is their responsibility to start the rebate process and reach out to the customer right away. You never did that. It did not take me a month to get back to you with my account number. Why was I not asked for my account number the first time I called? I was home at the time and I would have given you the account number right away. Instead I was told to just wait a couple weeks more and it should be completed. So that was a lie because no ****** rebate was ever submitted. She just didnt look into it and assumed it was submitted when the installation was done and it never was. I can not believe we spent over ****** and I am having to deal with this issue. Why was this form not started right after installation? It took almost 6 weeks later for anything to get started. Another issue I have which is bothering the most is how much I have been lied to. Every time I have called I am told I will get a call back or response within the week or that day and nothing. The last time I called I was told to stay by my phone because I would get a call back weight away and nothing. That is unacceptable that a company would just lie and dodge a customer because they dont want to deal with the problem. That right there shows me you have some guilt in this and you just dont want to deal with resolving the problem. I think you should have to send my husband and I the money we lost on the rebate offer. I would have been okay with one of the rebates if you would have offered that initially. It should not have taken me filing a claim to the BBB to get a response from you.