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:01/16/2025

  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 spent thousands on water mitigation with this company, and then signed up for their advertised free estimate to see the cost for completing restoration with this company. Well turns out that was a scam, and after many advertisements of free estimate and saying such on the phone, they hid an estimate fee in some terms and conditions paperwork. Are you kidding me? We spent thousands on this company are dealing with a leak and we cant even trust a company advertising free estimates everywhere? This company does not operate in good faith and takes advantage of people.

  

  Business Response

  Date: 01/16/2025

  According to the work authorization that Ms. **** signed, we do have a $350 cancellation fee. Had Ms. **** reached out to us with her concerns, we would have been more than happy to discuss it with her. As a courtesy, we've gone ahead and waived the $350 fee, so there is nothing further owed.

• Initial Complaint

  Date:05/07/2024

  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.

  From tip from the plumber that supported us with the water heater, Regent Restoration solicited our business via phone call and messages stating that they were a repair company and they would could come, give a free estimate, and they would repair the damage. They arrived Monday, 2/26 to assess the situation. The tech asked for us to sign a document so that they can talk to our insurance company. I asked for an estimate and he stated that that was not his portion of the job and that his job was to see what needs to be done. I told him I was not going to sign anything and that I needed an estimate. I exclaimed that we were not going to reach our deductible so we wanted to know what we were going to have to be prepared for. He stated that they only deal with the insurance companies because they know how to handle them because the insurances job is to reject our claim and there is so much other things that is involved. I still did not sign because I was waiting on an estimate. No estimate came. They came the next day, drill hole in the wall, picked up the closet floor, put fans down, and cut a piece of the wall out in the garage. They arrived for about 5 minutes Wednesday, Thursday, and Friday each time to check on the fans. Saturday someone came to pick up the fans and wanted me to sign something that said the work was completed. I stated I would not sign because the work was not completed. It did not make sense because they were to repair what they tore up. He stated that he needed proof he picked up the fans. So he stayed for a while to get me to sign. I helped him write in his notes if my concern. They called and emailed me to state that was the first step. We had not heard from them about returning to repair. They sent an estimate to the insurance company for over 4700. Insurance had them deduct to 3700. The insurance sent us a break down of the inflated services they stated. Regent rudely stated they would resolve our concerns but passed it on.

  

  Business Response

  Date: 05/20/2024

  Regent was referred to the customer by her plumber,  and ********************** contacted the homeowner to assist with water mitigation services (drying out the home), which the customer agreed to and signed a work authorization to begin the dry-out process (see the attachment provided by the customer herself). As mitigation services are considered an emergency, it is industry standard that we do not write estimates up-front so that the work can get completed as quickly as possible to avoid further damage to the home by water - it is also unknown how long the drying process will take, so estimating these charges up-front is difficult. Once work was completed, all documentation and invoicing was sent to the customer and insurance. Insurance requested some revisions to the invoice, which we obliged (although it is in the contract that we can charge the customer for anything the insurance company does not cover, as a courtesy we did not.) Multiple members of our staff had conversations with ******************, she requested further documentation of all of our technicians time driving to/from the job and the time it took them to document the work they did, which we obliged and took the time to gather all of this information and sent it to her. We have also reached out multiple times to try to schedule with ****************** to do her repairs (which is a separate service from mitigation and has been explained to ******************). She has been unresponsive to these requests for scheduling repairs. We would also need payment for the mitigation in full before we can start repairs, which has not happened yet and a bill in the amount of $3765.91 is still past due. I am uploading the invoice, work authorization and certificate of satisfaction signed by our customer.

• Initial Complaint

  Date:04/05/2024

  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 the homeowner recieved from ********************* notice of lien with 10 day notice to pay yesterday - then today ********************************* business owner told us by phone that we dont have 10 days to pay anymore we only have by end of day today 4/5/2024. (I have this on recording) This is all in regard to a debt that we do not own. ******* the salestech advised ua that Regent was working direct with our insurance, and they told us not to talk to the insurance because they were going to sign it off as a slab leak instead of dwelling leak. No estimate for work or invoice preauthorization was pre approved by homeowner. I am stating this is a debt we do not own: and I request no lien be placed on my property and no further contact from this company.

  

  Business Response

  Date: 04/22/2024

  Hi,
  

  This customer goes by the name ***********************, also ***************************, and she is also using *********************** to post for her. This customer signed a work authorization contract with us (see attached) and is refusing to pay for services rendered between September *****, 2023. We have tried to work with her on financing, even though her bill is 7 months past due, however, she has exhibited erratic and damaging behavior toward our business and employees. She has made defamatory publications and postings on social media and review sites about Regent using her profile and other profiles to do so. She has also made multiple defamatory complaints using the BBB website. The BBB has rejected her other complaint (see attached). It concerned us when she told our employee, *****, that she planned on going over to ************************************* house. ********************, as you know, is the President of Regent. We do not know what your intent is/was to threaten to show up unannounced at ************************ house, but if you do so, ******************** will call the police. After she made threats, that is when ******************* decided to file the lien. 

  We understand that this customer continues to publish defamatory statements and patently false information about Regent on social media and business review sites with the malicious intent to damage Regent's business and reputation. This needs to stop. Their intent to harm Regent is clear, but they do not have a legitimate and true basis for their false statements and publications, nor evidence to support a cause of action. 

  Because of this customer's behavior to damage our business and post defamatory statements about our company and our employees, we've had to retain lawyers to deal with this matter. We demand that this customer immediately remove all false and defamatory publications and posts submitted in your names or any other names, including but not limited to ********** "***********************" "***********************", "***************************", on any social media or review sites. Regent further demands that you cease and desist from publishing and posting any additional false, misleading, and defamatory statements regarding Regent and any of its employees. To be clear, Regent is not a "scam" company or a business that operates with a purpose to defraud or steal from people. To publish and post otherwise on social media sites is intentionally malicious, reckless, and defamatory. You have no proof to support such lies and therefore, you may be personally liable for damage you have caused and/or are intending to cause Regent. 
  
  
  

• Initial Complaint

  Date:10/28/2023

  Type:Customer Service 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 had a leak in my kitchen sink and there was damages, I call American Home Shield, they sent plumber, the plumber put a basket under sink that he say was causing the leak...AHS gave me a number to contact Regent Restoration, a guy came out right away, had me to call my insurance company Allstate, and I did, he walked me through the process..he then bought fans in to dry up the water, then I notice it was still leaking, after a day I called and cancelled with Regent Restoration, and I called AHS back and told the Plumber it was still leaking...and it's not fixed yet..the problem is Regent Restoration called and wants to charge me for Their fans being in my home for 1 day for almost ***** dollars, they said they would send to their Attorney and have a lean put on my home. I have no paperwork from them, or nothing I signed,

  Customer Answer

  Date: 10/29/2023

  The additional information is that my sink is still leaking, and Regent wanted to rush me and tare out the whole isle in my kitchen, when a tech came and picked up those fans which I had only used for a few hours the first day, I have email for the Adjuster saying I could turn off, I didn't see the purpose if water was still coming from under the sink..I've only lived in this house for 20 months, and have incurred all these problems. I don't believe I owe Regent any money, considering the situation..plus I contacted the Adjuster on the 11th of Oct. and he didn't respond until the 16th of Oct. I also have texts to prove that.

  

  Business Response

  Date: 10/30/2023

  Hi *********************,

  We are sorry to hear that you were confused by how the restoration and payment process works. However, we communicated with you several times about what the equipment setup would need to be and after evertything was explained to you, you did in fact, sign our work authorization form. Plus, it was also emailed to you. This form states that you "fully understood that you are personally responsible for any and all deductible, depreciation or any other charges or costs not covered by insurance. [You] agree to pay Regent Restoration directly for any amount not covered by insurance". Please see the copy of the attached work authorization form that you signed. After talking to insurance you decided to cancel because you didn't want to pay your insurance deductible. Prior to that we explained all the procedures that come with non-insurance payments and that it would be self pay and that you would be responsible for that payment. We gave you that explanation, and you signed the work authorization form. When you signed that form, you entered into a contract with us and would agree to pay Regent Restoration for the work we preform. Therefore, we charged you for the work that was completed. You are simply refusing to pay the $950.00 you owe. So yes, we do have to file a lien on the home in order to collect our money.

  
  

  Customer Answer

  Date: 10/31/2023

  The Adjuster, did not explain all this to me, he had me signing and I did not fully understand, I was under duress at the time..he never explained this to me, otherwise I wouldn't have signed, I tried to reach the Adjuster several times, he never answered my text, from the 11th until the 16th, he was unresponsive.  the fans was on for about 3 to 4 hours at my house, the water was still dripping from under the cabinet, I text the Adjuster, asked if I could turn fans off, he said yes..and they was not used, I called next day for them to remove them..I only live in this house for 20 months., and I will be leaving it as is..I could have went with my own insurance company if I really had a interest, but after all this, I couldn't even afford to pay deductible to my insurance co., my husband passed 10 months ago, and I really didn't know what I was signing, because it was not explained to me properly.  I am 73 years old and a first time homeowner..I take care of my 3 grandkids, my daughter has problems, and is incarcerated right now, and I works 8 to 4 every day to keep a room over their heads..I am sorry this happened, but I am at a loss right now.

  Customer Answer

  Date: 10/31/2023

  I would also like to add, I do not have a copy of nothing I signed, or had a chance to read over anything before canceling, normally you have so many days to cancel on anything, I think.

  Customer Answer

  Date: 11/06/2023

  I am rejecting this response because:   

  The additional information is that my sink is still leaking, and Regent wanted to rush me and tare out the whole isle in my kitchen, when a tech came and picked up those fans which I had only used for a few hours the first day, I have email for the Adjuster saying I could turn off, I didn't see the purpose if water was still coming from under the sink..I've only lived in this house for 20 months, and have incurred all these problems. I don't believe I owe Regent any money, considering the situation..plus I contacted the Adjuster on the 11th of Oct. and he didn't respond until the 16th of Oct. I also have texts to prove that.
  
  The Adjuster, did not explain all this to me, he had me signing and I did not fully understand, I was under duress at the time..he never explained this to me, otherwise I wouldn't have signed, I tried to reach the Adjuster several times, he never answered my text, from the 11th until the 16th, he was unresponsive.  the fans was on for about 3 to 4 hours at my house, the water was still dripping from under the cabinet, I text the Adjuster, asked if I could turn fans off, he said yes..and they was not used, I called next day for them to remove them..I only live in this house for 20 months., and I will be leaving it as is..I could have went with my own insurance company if I really had a interest, but after all this, I couldn't even afford to pay deductible to my insurance co., my husband passed 10 months ago, and I really didn't know what I was signing, because it was not explained to me properly.  I am 73 years old and a first time homeowner..I take care of my 3 grandkids, my daughter has problems, and is incarcerated right now, and I works 8 to 4 every day to keep a room over their heads..I am sorry this happened, but I am at a loss right now.
  
  I would also like to add, I do not have a copy of nothing I signed, or had a chance to read over anything before canceling, normally you have so many days to cancel on anything, I think.

• Initial Complaint

  Date:03/06/2023

  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.

  We had water leak in my upstairs closet and my Home warranty fixed it. Since this have a secondary damage, they send Regent Restoration. The technician came and said and he can fix it and insurance will cover and will start the work. I have told him to get the approval from insurance before starting the work. He said it is not required and they will take care of it. This happened couple of months ago. Now Regent is calling and telling me that insurance is not covering and I need to pay $4K for the repairs or they will put a lien on my house and threatening that they will reach out to their attorney and i will have to pay attorney charges also. During the repair , the technician cut open the ceiling and removed all the insulation. He did not fix the ceiling and it is now open there. He damaged my house ceiling during this process . I do not want to pay any money since he started the work without any approval and I need damage compensation from Regent. If this i not resolved, i will reach out to my attorney for guidance.

  

  Business Response

  Date: 03/09/2023

  Hi ******************,
  
  It's unfortunate that you feel this way. However, your complaints are blatantly untrue. We never make promises that insurance will cover anything, as we won't know until the adjuster comes out to inspect the property or another representative notifies us of the coverage approval. Good thing we have a policy of documenting all of our interactions with our customers in our CRM/project database and maintain all copies of contracts/documents that customers sign. We have a copy of a work authorization form that you signed that gave us the approval to start work, which disproves your claim that we started work without your permission. In this contract (which you signed), it states that if your insurance will not cover the job, then the payment is your responsibility. We also have extensive evidence that shows you gave us the roundaround when it came to your insurance. We have evidence that the technician asked for your insurance information during the initial visit, and have evidence that shows that you gave us incorrect insurance information during that initial visit and on multiple occasions when asked after that. We contacted you multiple times about this and have proof that you understood this and agreed to send over the correct insurance information, however you failed to give us the correct insurance information for months now. We have evidence that shows we gave you an advance notice that if we did not obtain a valid insurance claim number from you, that we will have to collect payment directly from you. We also have records showing that we tried to contact you with a notice that we would place a lien if you did not give us the correct insurance information or pay your invoice. I've exported a *** from our database with evidence of all of these interactions. If this *** doesn't suffice, I'm also willing to attach screenshots directly from our database, and pull mp3 files or text message transcripts from our phone carrier that provide further proof of these interactions. I would like someone from the BBB to read the entirety of the attached *** (start from the bottom of the *** when the project date starts at 11/2/2022). I've also attached the signed work authorization document and the signed certificate of satisfaction.
  See Attachment/File: Notes_222879WTR

• Initial Complaint

  Date:02/06/2023

  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.

  We suffered water damage in Aug 22. Our insurance took a while to approve, so we officially started work with Regent Restoration in Sept 22. It's currently Feb 23 and very little restoration has been done, and some of what has been done has been done improperly and been of poor quality.Regent performed mitigation soon after insurance approved, then abatement started. We had to leave home since they cut through drywall with asbestos. When we returned home, an asbestos decontamination chamber was left draped across our couch in our living room, and a layer of dust from the drywall cutting (which we were told would be cleaned up and removed) was left all over our belongings still in the room being worked on. I had to call and request the chamber removal and for the dust to be cleaned, and while someone did come and retrieve the chamber, no one ever came for the clean up.It was November before restoration could begin once we got the funds from our insurance. Regent was supposed to reconstruct a portion of wall, a built in cabinet, flooring, and crown molding in the entryway and office, then replace flooring throughout the rest of the house. Since November, Regent has replaced drywall in the office and entryway and painted over it. That's all. After we've frequently asked for a timetable, a statement of work, or something to keep them accountable to, they've refused to provide anything in writing, even after saying they would do so. They've misled us on the budget available to us on flooring options, continue to delay work, and provided poor quality on the little they've done in the months since starting. We've since asked them to rework the contract to remove them from the responsibility of flooring our house, as we just don't trust their quality of work and their lack of care/communication is glaringly apparent. All we want is for them to finish the restoration work they've started in the entryway and office, we'll go with someone more reliable for the flooring.

  

  Business Response

  Date: 02/09/2023

  Regent received a deposit to start the repairs on January 12th 2023. There was a supplement needed for additional labor and materials that was then sent to the customers insurance company for approval. Also on 1/12 insulation was installed and drywall installed taped and bedded. on 1/18 another supplement was sent for a full height cabinet replacement and an itel was sent on 01/20 to confirm the cost of the flooring. 1/23 we received a partial approval on our supplements customer had also requested changes to or original estimate at this time, on 1/30 a change order estimate was sent to the customers for approval on 2/1 the customer responded requesting additional changes on 2/6 new changes were completed and sent to the customer and on 2/6 we received this complaint. We have attempted to communicate with the homeowner and or estimator has had at length phone calls to explain why line items are needed and in the estimate.

  Customer Answer

  Date: 04/19/2023

  Initially, Regent Restoration's first response was to terminate our contract and refund unused funds. This came as a shock as we'd just agreed with our adjustor on a revised estimate the night before I received the termination email. As we were hoping Regent would finish the work that had been started, we gave them a call and spoke with ******. After a lengthy talk, she agreed to have a supervisor come visit our home and see if it was worth their time to complete the part of the job they'd started. The supervisor agreed to finish the work, and after another week or so the job was completed to satisfactory standards.

  It's frustrating that this part of the job took a total of 4 days of work stretched out over several months, and was only completed once the BBB was involved but even then the contract was nearly terminated. The quality of work completed is good, but the extreme lack of communication and speed in completing the job makes it to where I cannot honestly recommend Regent Restoration to anyone.

• Initial Complaint

  Date:02/03/2023

  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.

  They moved us out of our house on 1/4/2023. Our house was demoed on 1/9/2023. Total of three days of work was done since that time. Our house has sat untouched since 1/12/2023. Our complaint is -lack of urgency -lack of knowledge -circular conversations -less than desirable customer service -no accountability -more worried about contractor than client -so afraid of making a mistake will not perform any work at all at this point -so afraid of not being paid for what they do, they will not make progress -lack of project planning and communication -No mitigation plan when they blame their contractor for delays -We have been ****************** and project management support eachother and not their client We want the repair completed in a timely manner. We want to know our options. See attachment for full scope of complaint.

  

  Business Response

  Date: 02/03/2023

  While we do agree there have been delays they have not all been on the side of Regent. There were supplemental items that needed to wait for approval the reason being if we did the work with out the customers insurance adjusters approval and the supplement were later to be denied the customer would to pay for whatever items were denied out of pocket. we would never want to put a homeowner in that position. Regent has been attempting to obtain approvals and I have attached our job notes file nd can submit pdf copies showing that we are working the file, It is difficult to obtain approvals at this time due to the workload of the insurance industry due to weather claims this year. We received a partial approval from the customers adjuster on Friday 1/27/2023 and no work was able to commence this week due to the 4 day freeze where travel was unsafe. Repairs will resume next week when the weather has cleared.
  See Attachment/File: Notes_222788STR.xlsx

  Customer Answer

  Date: 02/08/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We are not asking you to answer to what has been out of your control. We want an answer on what has been in your control. Based on Regent's response, they have neither taken our complaint seriously nor have they thoroughly read our list of concerns from our original attachment. They are laser focused on the $300 ****** supplement which has become part of the critical path for this project yet has created customer service issues due to their lack of mitigation planning and lack willingness to piecemeal the work. We have not asked Regent to perform work on supplements that have not been approved. We have not stated this in the BBB complaint nor is it stated in their "Job Notes File". We have asked Regent to perform the work for the flooring that has been approved from the original estimate. The flooring for the lower floors only. Not to impact the ****** issue for the tiny upstairs bathroom. And in the spirit of trying to work with their SOP and to help define a mitigation plan, we have asked that the subcontractor lay the floors downstairs or order the flooring (I need to order the same flooring for another project). I have several messages from 1/16/2023 plus a verbal with the subcontractor on 12/26/2022 expressing the urgency of our picking out a floor due to supply chain issues. We asked on 1/18, 1/24, 1/25, 1/26, 1/30, 2/2 to purchase the approved floors. This is not in the "Job Notes File". Now on 2/6 an email out to *********************** to give us a reason that aligns with company policy as to why we cannot pick it up ourselves. I would like the reasons given to me thus far to be validated. (1) It is a violation of our contract (2) Regent will not warranty the installation (3) The subcontractor cannot install if we purchase. This is not in the "Job Notes File". I think I could have been allowed to hire my own subcontractor to install these floors and when I broached with **, he doesn't want to do that to the subcontractor. No policy mentioned. This is not in the "Job Notes File".
  The BBB response points to both a recent freeze and our insurance backlog with weather claims. The ****** was submitted on 1/5. The chipped tile was submitted on 1/23. Both long before the freeze (1/30 thru 2/1). In reality I have two reasons the work is not being done as told to us by the ** (1) the subcontractor has no plans to do any work as both Regent and he have a fear our insurance will take away approvals (unfounded) (2) it is not a good business model for the subcontractor to piecemeal the work that can be done downstairs and (3) A $300 ****** issue that affects a tiny bathroom upstairs. These comments, plus our numerous requests to purchase the flooring, and our requests for the lower floor to be completed, the numerous requests of the subcontractor to complete the estimate for the home improvements, and the numerous responses of why the subcontractor is part of the bottleneck is not in the "Job Notes File". I see the notes are sent out to various recipients. If the purpose of the Job Notes File is to ensure that all conversations and decisions are logged, there are many conversations missing. If the purpose of the Job Notes File is for the team to forsee escalations and thus do a health check audit, there are missing conversations and requests. Either way, the circular conversations and mixed messages is why this complaint has been opened. The overarching issue needs to be addressed why a $300 ****** issue can halt a $30K project. Or why there is no mitigation plan when a subcontractor wont' piecemeal the work allowing part of the work to occur over a course of time instead of halting for 5+ weeks.
  

  

  Business Response

  Date: 02/10/2023

  Regent has reached out to the customer and scheduled an in person meeting to resole any misunderstandings in regards to the repair process and to resole any outstanding issues