Attic Conversion, Bathroom Remodeling, Concrete Construction, Concrete Flooring, Countertop Installation, Custom Home, Deck Building, Deck Repair, Energy-Efficient Homes, Flooring Installation, Foundation Construction, Garage Building, General Contracting, Green Building, Guesthouse Design & Construction, Home Additions, Home Extensions, Home Gym Design & Construction, Home Remodeling, Home Restoration, House Framing, Kitchen Remodeling, New Home Construction, Outdoor Kitchen Construction, Pool House Design & Construction, Porch Design & Construction, Project Management, Roof Installation, Roof Replacement, Shower Installation, Tile Installation, Tile Roofing, Window Installation, Window Replacement, Wood Floor Installation, Workshop Design & Construction, Custom Homes, Custom Cabinets, Remodeling, Custom Cabinetry, Additions
Bel Air, Beverly Hills, Brentwood Los Angeles, Calabasas, Canoga Park, Chatsworth, Culver City, Encino, Granada Hills, Hidden Hills, Lake Balboa, Los Angeles, Mission Hills, North Hills, North Hollywood, Northridge, Reseda, San Fernando, Santa Monica, Sherman Oaks, Simi Valley, Studio City, Tarzana, Topanga, Valley Village, Van Nuys, West Hills, West Hollywood, Winnetka, Woodland Hills, Alhambra, Altadena, Bell Gardens, Downey, Lakewood, Long Beach, Manhattan Beach, Monrovia, Monterey Park, Pasadena, Redondo Beach, San Gabriel, South Pasadena, Torrance, La Canada Flintridge, Thousand Oaks, Westlake Village, Camarillo, arcadia
Best of Houzz 2018, 2016, Angie's List Super Service Award for 2011-2015, Home Performance with Energy Star, CSLB, NARI, BBB Accredited, HomeAdvisor Screened & Approved, Licensed and Insured
Thank you for taking the time to review us. We appreciate the feedback and are always looking to see where we can improve our overall service and improve the experience for our customers. Our goal is make sure that every customer is satisfied and that means striving every day to improve our team of workers and project managers. You were great customers and we feel that the combined coordination of your architect/designer with our team created a great end result. Please contact us anytime if there is anything we can do to help out for next time. Best wishes - The Regal Team
While I will not go into side by side explanations, I do feel the need to address a few of your more erroneous and insulting claims.
•He intentionally underbid the job to win our business, only to turn around and overcharge at every step along the way. Bogus charges which were not agreed to in advance to try to make more money appeared repeatedly. Rambling, incoherent emails from Sean attempting to explain additional invoices, basically amounting to "I need more profit."
Our response: What we wrote in emails, said over the phone or in-person, was often met with the same derogatory tone as above. Having stores ask you to pay a restocking fee is not "Sneaky or overcharging." Subcontractors seeking payment after their job is complete are not acting "fishy'.
During the project, the customer approached us, asking about additional items and even submitted plans for a lighting scheme that was not part of the original contract. We did our best to incorporate what we could. However, additional work in any industry results in additional costs. We provide many items at no charge, paid workers overtime to try and appease the client with a faster result, yet everything was always "intentionally trying to pull something over on them.
On two occasions, they asked why we could not pay the subcontractor, and then they would pay us back. They even asked, "is the company, not solvent? " I explained that we do not carry the cost of jobs. We pay upfront for daily work materials and the cost of doing business. But if we paid a $5,000.00 bill for each client every week, that would be just bad business.
•Cheap floor samples were recommended by Sean.
Our response: Samples are the "key" word here. We provided samples with-in your budget. You also were provided with numerous store recommendations that allowed you to see multiple options in a wide range of prices.
Your contract had an allowance for flooring. If you choose to go with a more expensive floor material, you would have paid the difference. That is not underbidding that is providing you with options.
You wanted to save money at every corner and asked questions such as do we need to spend additional money for padding when the floor already has it. For added comfort and soundproofing, extra padding is an option.
•He left us with an unfinished house with mistakes and incompetent work throughout.
Our response: We have a final stage in every project. During this stage, we complete paint touch-ups, install moldings, and meet with the client to go over a detailed completion list. Our last payment paid when the owner signs off on the list.
In this case, the project did not reach that stage. Due to the contentious relationship with the homeowner, we reached an agreement. We provided a substantial reduction to the project cost, on top of all the other free work and uncharged items given.
Again, this is not the forum to air all of our grievances. But when a client posts negative comments on multiple social media sites, shares photos of "unfinished" work that was agreed to be left unfinished in exchange for compensation given. It shows how one-sided and vindictive their review is.
Lucky for us our reputation, look at all those other great reviews. Our longevity, over twenty years in the business, and our referral and repeat business percentage shows we do care and strive to make all clients happy.
example of how we show our work ethics. We also always as a standard precaution use plywood, plastic coverings, drop cloths, and other special equipment to protect and respect the customer's property and belongings.
Throughout the project we had a foreman every day on the job overseeing every aspect and detail to ensure that, on a larger project such as this, we do not have any mistakes or mis communication throughout the job. Another example of our work ethics.
The project was not intentionally under bid. During the project the customer many times approached asking about additional items and even submitted additional plans for a lighting scheme that was not given to us before the middle of the job and had not been previously discussed with us or included in the original contract. However, we did the best that we could to throw in these additional items at no cost but not everything was able to be added completely for free.
As an industry standard it is advised that A 10-15% contingency is planned for additional items or unforeseen surprises that occur when we open the walls and find that the house condition is not up to current code standards and needs attention. The extra cost in on this project was much less 10% and we did a large amount of work that we did not charge for out of good faith.
The customer claims that there were items left unfinished and this is true. We do have a final stage in every project that is very important where we complete paint touch ups, install covers and moldings to finish out the project details in an immaculately clean manner. If a customer becomes too combative to let us finish our work than unfortunately, they will not see a completed product to the standards that we guarantee and always deliver. Instead we were forced to give a substantial reduction of cost on top of the items that we already included at no additional cost in order to compensate for the finishing details we were not able to complete.
We have a reputation of doing jobs of this scale and much larger and provide a complete service and we completely intended to deliver the same quality on this job but unfortunately not every customer is familiar with the construction process and may be left feeling like we did not deliver when this was not our intention. Again, we are very sorry that you feel this way and hoped that the substantial reduction of cost would have compensated for any items that were not able to be completed.
We appreciate you taking the time to review us! We had a pleasure remodeling your kitchen and are glad to hear that our price was competitive! We strive to be the best and give you a friendly and smooth experience! Hope you are enjoying your kitchen!
Our team went above and beyond to respond to each concern that Mr. Beckman had whether it was a rational one or not.
We truly believe that the real cause of us being on “opposing teams” as Mr. Beckman put it, had to do with his approach and not ours.
We always assume responsibility first whether we are at fault or not, as a principal of good customer relations. However, sometimes a line has to be drawn and reason has to exist.
1. Window: The window was installed 100% straight and it is the security bars outside the window that Mr. Beckman is referring to that had to be reinstalled due to the window modification. These security bars were only about a 1/4” off, and that is due to the curvy stucco walls, as it was explained. Not one of Mr. Beckman's security bars were centered with any of the existing windows, this was explained to Mr. Beckman and his partner.
2. Deck: When Mr. Beckman called to complain that his deck was scratched, he said we were cutting wood on it, after we showed him that we didn’t and we were cutting the 2x4s on the drive way, he apologized and took it back. However, we offered to repair it at no charge to him as an act of good faith - but he declined. At this point, his claim is that it happened when we were hauling away the debris, which is not the case - we put the debris in black trash bags and hauled it away.
3. Toilet: We showed Mr. Beckman how the toilet would be off center after recessing the exposed plumbing and the existing crooked wall. We gave him two options of how the toilet could be installed and he chose an option despite our recommendation and then changed his mind. Instead of charging to reinstall, we simply did what he asked for – again, as a principal of good customer service and relations.
4. His complaint about fixtures not being installed straight is simply not true. We acknowledge that there was one sink faucet that needed to be adjusted. This is simply part of the finishing touches we do at the end of each job. The majority of our customers understand that this is a part of any remodel process without too much explanation needed. However, after this was explained to Mr. Beckman, he chose to climb on a ladder that he placed above the vanity in the bathroom, directing our foreman on how and where to move the faucet.
5. There was one challenge with what we initially thought was a valve issue. Although Mr. Beckman had provided the fixtures, we took the initiative to contact the manufacture and try to resolve it for him. He invited his plumber to look at it and had him fix it before we had a chance to do so, and then proceeded to send us the bill! This is not standard procedure and is completely unacceptable, not to mention illegal. Despite that, we agreed to pay for it in order to end the project on a positive note.
We do our best to have every customer happy with the work and service we provide. We understand that we can’t make everyone happy, no matter how hard we try! However, our reviews thus far show that we are almost there with a 99% satisfaction rating.
With respect: We find that all of our clients are very happy with our services, which is why we have over 150 “5 star” reviews on Angie’s list with “best service award” every year as well as our reviews on Houzz.
We feel that Mr. Beckman’s review is so inconsistent with all of the reviews and feedback we get from our clients that we simply think that he is deliberately trying to hurt our reputation.
A note to our future potential customers:
We understand that we live at a time where anybody can write anything, at anytime, about anyone!
We truly do our best and work very, very hard to avoid issues of this nature, but understand that we can’t always avoid a client that might not be a good fit for us and vice versa.
We ask you to check our records and reviews, and see if any of Mr. Beckman’s words are aligned with our reputation thus far.
We stay firm with our feelings about this project and hope to be of service to all of you!
Regal Construction & Remodeling
We liked the part where you said that you feel like you are on vacation every time you walk in. That is amazing! Super happy you are in love with your new kitchen. We also felt that way too :) as you may know, we like to take pride in our work and expect nothing but smiles from our customers. Glad we worked with you.
Regal construction family
We truly appreciate your honesty and we couldn't be happier knowing that we have met your expectations and more. We truly were very honored to have been given the opportunity to work on your project and making your visions come to life. Thanks again for being very pleasant to work with and definitely keep us in mind if you ever need help around your home.
Regal construction family
Client Relations Manager
Thanks for commenting on our customer service. We take pride and joy in our efforts to keep all of our customers happy from beginning to end. We are glad that our efforts show and are appreciated. Please keep us in mind if you ever need our services again. We are here to help!
Regal Construction and Remodeling family
We were very ecstatic to get started on your project because you had very good ideas on paper. The guys were always ready to go when it came to your project. Everyone involved in your project send their ''Hello's" and thank you for being easy to work with. Please feel free to contact us for any future projects! We'd love to hear from you again.
Client Relations Manager
We would like to respond in the most genuine fashion and share our perspective on how things went.
1. Toilet was purchased by customer: once toilet was installed - we checked it and it was intact working properly, however it appeared that one of the parts that came with the toilet was defective - once this was noticed, we rushed to Home Depot got the part, paid for it and installed it.
2. Shower head installed on chair rail: Tile was ordered and purchased by customer: in the initial conversation we had, the top of the tile wall was supposed to be a bull-nose subway tile, that's when we've planned the height of the shower head and rough plumbing. Once the tile arrived we've realized that customer purchased a chair rail finish and thus the issue with shower head sticking out 1/4" - However, you brought to our attention that this was not to your liking and we took care of it. We opened the back wall, and repositioned the shower head.
3. When shower head was reinstalled it was intact off by 1/4" - 2 days later it was taking care of.
4. Painting: Our method and sequence of work is: After the demolition- rough plumbing and electrical. Then, we patch the walls - prime and paint knowing that in the end of the job we will have a few touch ups - the paint job has been criticized before its completion.
5. Same as (4)
6. Counter top: Counter was purchased by customer- the crack/scratch was under the sink and once discovered filler was applied.
7. Grout: in white 3/6 subway tiles the grout takes some settling. It can crack a few days or weeks after. We will gladly come to touch up the grout if needed.
8. Stained carpet: We applied shrink plastic covers over the work area; it's hard to tell when the stain occurred. However, we would have gladly taken care of the stain if had been brought to our attention. We were not aware that customer was unsatisfied.
9. 2" of carpet pulled: the floors in the bathroom were linoleum prior to the remodel- now the floors are tiled and the way the carpet meets the tile is a bit different, however again we offer to take care of whatever issue customer has.
In our experience every remodeling project has some potential challenges: Most of our clients have an understanding that challenges can occur.
One of the reasons why we have over 150 good reviews on Angie's list is simply because, we always take care of whatever issue that arises - we do it in a timely fashion without impacting the finish date in any dramatic way.
Once again, we truly are sorry to hear that we did not meet your expectations and will be more than happy to take care of whatever you are not happy with.
Regal Construction & Remodeling Inc.