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"WOULD NOT RECOMMEND. Chris from Regal completed our install in July 2017, Regal were prompt with the installation and all went as planned. The day the job was completed they sent through the invoice via email which we paid immediately. A few days later we asked for a Electrical COC for the job to keep for our insurance. Countless emails / texts / calls and we received the COC 6 MONTHS later which he sent another electrician out at the time to complete the paperwork. This was concerning as this… was not the person that installed the heat pump in the first place. 4 weeks ago (the heat pump now 1.5 years old into it's 5 year warranty) and we had noticed the unit was intermittently pumping cool air and then normal air and the house was very hot. We contacted Regal and they were helpful in organising a time to come out in the week to assess. He had sent one of his sub contractors. My partner had organised the day off work. The contractor carried out some testing and found the unit to be pushing out 26 degrees when it was set to 16 degrees. He had identified that one the pipe under the unit inside was seeping a small amount of oil and secondly that after his testing he believes that the external coil was faulty. He advised that he would talk to Regal. We contacted Chris at Regal for an update and he advised that his worker would be back the next week to repair the external unit. The sub contrator advised that he was at our house and both myself and partner were at work, no communication with us to let us know they were planning on coming. My partner quickly arranged to leave work and went home to let the contractor in. After 2 hours of testing and work he told my partner that the job was complete and left without showing her it was working. I came home shortly after and turned the unit on to find that it was still blowing normal exterior temperature air. We called the contractor and he was only 15 mins away so he turned around and came back to test the unit again and agree it was still not functioning. At this point he told us he believes that the unit had a faulty condenser and that he would advise Chris for further actions. We texted Chris a few days later for an update to which he said he would be contacting Panasonic for a replacement exterior unit and that should arrive in a week for his contractor to install. A week passed and we did not hear from Chris so messaged him to which he said that Panasonic had not contacted him yet and it must still be processing and most likely the next week he would be able to install on Friday. The next week rolled through and we contacted Chris on Friday and he advised he has still not received the pump from Panasonic and there was nothing he could do. On the following Tuesday we had still not heard anything so frustrated with Panasonic I called their customer care line and explained the problem we had, the customer care advised me that they had only received a request from Regal Air THAT MORNING. Three weeks of telling us they had submitted our request and they hadn't. I called Chris at Regal to query this to which he was very short on the phone once I had told him what Panasonic had said, and to my disbelief he replied "I've got 2 jobs locked in mate, down in Queenstown for a week and unfortunately this is not a priority for me" Absolutely appalled I said thanks mate and hung up, I called back to Panasonic and they couldn't believe what I was told, they told me to write all information in an email and they would sort me out with one of their contractors. 2 days later their contractor received the replacement unit which Panasonic had come to the party and offered a full replacement with the latest model to ensure our customer satisfaction. The new contractor was fantastic and installed the unit at a convenient time for me in the next 3 days. He also identified several faults in the workmanship of Regal. That one comment of "you're not a priority" brought me here to write my first post on this site. THANK YOU TO PANASONIC!"
Rating by: Justin | Rating posted: 22nd Feb, 2019 | Contact: Christopher George HALL | Job date: Jul, 2017 Communication: 20% | Quality: 30% | Reliability: 20% | Value: 70%
Communication: 20% | Quality: 30% | Reliability: 20% | Value: 70%