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:12/11/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Purchased new Regal OBX33 from Sundance Marine in *********** on 6/30/23. Filed an email with multiple warranty issues. Emails go unanswered from Regal and promises go unfulfilled. To date, no significant repairs have been completed. 1. Cabin leaks and now we have mold. 2. There is an electrical drain and our batteries are always dead. 3. Damaged fiberglass. 4. Condensation inside running lights. 5. Refrigerator doesnt work. Misc. fit issues.

  Business Response

  Date: 01/03/2024

  We would be happy to assist this customer resolve any open warranty items with her dealer.  We need the hull number of her boat to proceed as quickly as possible.  Also it would expedite the response if we knew who at her dealership she has been working with for the repairs. 

  Customer Answer

  Date: 01/03/2024

  We have worked with several people including:

  *******************, *******************, *******************************, *******************, ****************************

  Original completion date was promised no later than 11/25/23 (have email).

  Current pick-up date is estimated at 2nd-3rd week of January.

  We just want the boat repaired.

  Customer Answer

  Date: 01/13/2024

  I did send a reply. Including all the information Regal requested. We have now been promised our boar will be picked up the week of 1/22/24 for repairs. We await the satisfactory completion of all repairs. 

  Customer Answer

  Date: 01/18/2024

  We have worked with several people including:

  *******************, *******************, *******************************, *******************, ****************************

  Original completion date was promised no later than 11/25/23 (have email).

  Current pick-up date is estimated at 2nd-3rd week of January.

  We just want the boat repaired.

• Initial Complaint

  Date:01/05/2023

  Type:Product 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.

  Purchased a used 2017 Regal 30 Express from a dealer with extended warranties and a lifetime hull warranty. Found a hull defect from manufacturing (air void in the hull) Regal first said the warranty wasn't transferred to my name. Yet I have had 2 warranty claims on the motors with no issue. They claim a lifetime hull warranty, but then change it to 5 years on the second owner, Then said I was a few months past the 5yr **** and refuse the claim outright when it is clearly a manufacturing defect.

  Business Response

  Date: 01/10/2023

  Our warranty on a used boat is limited to 5 years from the original purchased date of the boat on the hull structure only. The second owner is required to register their purchase with Regal for any of this warranty to be valid. Engines are not warrantied through Regal and carry their own manufacturers warranty.
  
  
  

  Customer Answer

  Date: 01/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  So even though my REGAL dealer has been servicing my boat the last 3 years, (and originally sold the boat new) and you were notified of the hull defect within the 5 years, you don't want to cover it... not because it isn't a defect you made it with, but because of paperwork? I was under the impression the warranty was transferred. So, I take it this means you will take advantage of a customer over a simple missed form as long as it gets you out of a defect created by Regal? Doesn't speak well for a family run business. It also doesn't change the fact that Regal constructed a defective hull. It wasn't from a strike to the hull, or delamination from water intrusion, it was an 4ft Air Cavity from poor craftsmanship. If you were the family run business you claim to be and care about the product you produce, and your customers, you would cover this. No business of conscious would turn down fixing such a blatant fault on a $200k boat, especially because of simple paperwork on a boat Regal has been servicing for years.

  Business Response

  Date: 01/11/2023

  This boat is out of warranty. The point of a warranty is to cover manufacturing defects for a specific period of time. This customer provides no documentation for reference; hull number, dealer name, date of failure reported. Since this customer failed to register as the second owner we have no information in our system about the situation.

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The boat was within the 5 years Warranty when it was discovered. I did submit the documentation and had a full email discussion with ******************************* at email <***************************************> over many days including my hull number, and all supporting documentation of the issue. He looked up the hull ID and since he did not see my name, he would not authorize anything, but suggested a good faith claim through my Dealer on 11/14/22 So ***, at AM PM (the Regal dealer who has been servicing it for over 3 years) submitted a good faith claim as suggested, and it has been ignored completely. For a company who had any care about the quality of their product, this would not even be in question. However, since you were contacted for a good faith coverage as suggested, it has been apparently ignored completely. For Regal it seems to be clear it's all about how you can get out of covering a defective product you manufactured, and not about doing the right thing for your customers.

• Initial Complaint

  Date:08/11/2022

  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.

  I purchased a regal rain jacket in early May 2022. The jacket was a gift and had to be returned so I returned it through the United States Postal Service on May 16. I tracked the package and it was delivered on May 19 2022. It has been almost 3 months and I still have not been credited the $80 on my credit card for the jacket.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/08/22) */
  After a complete record check we can find no evidence this was returned.
  
  Perhaps the customer can provide a signature of who signed for the return?
  
  
  Consumer Response /* (3000, 7, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have attached the detailed tracking information for the package which was mailed to Regal @ 2300 Jetport Drive orlando FL 32809, which is the address provided on your website. It is showing the package was delivered. I tried emailing you at [email protected] before contacting the BBB but no one every responded. I have done my due diligence to return the item and feel I should be given a refund. My husband has bought items from you online before but will be reluctant to do so in the future if we can't come to some kind of resolution.
  Thank you
  
  
  Business Response /* (4000, 13, 2022/09/12) */
  We have no evidence of this item being returned to regal. We have asked if the customer could provide any evidence that it was shipped we could track the package.