Delca Heating & Air Conditioning Corp.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Dear Greg, I have attached the picture of the toilet again (Toilet_Image_1), and I would like to point out the angleThe hole is not in a position to be beneficial to the flow of waterI have also attached a reference image to the placement of a jet hole (Jet_Hole_Example) The jet hole would be used with the purpose of directing the flow of water into the trap wayThe hole that is in the bottom of my toilet, and shown in the picture, is in the back of the bowl/trap wayIf this was a jet hole, the water flowing through it would be aimed back out of the toilet, instead of being used to guide the water down the trap wayThis resulted in a disruption of the water flow, and a bubbling or gurgling noise as the water would try to flushThe siphon method of the toilet pulls the water of the bowl downward, while the damaged hole is pushing in the opposite direction To address the comment of leaks "all over the floor", I would like to point out another item from the Jet_Hole_Example imageThere is a void within the toilet which is just below the entrance to the trap wayThis area would not cause any leaking on the floor, but it would fill with the water from the toilet bowl instead of sending it down into the piping beneathAfter the technicians came out on 10/8/one of them added water to the tank area, and then tipped the toilet over for the water to enter the bowlThere were two instance of water that could be seen at this pointThere was the clear water from the tank area, and dark (almost black) water from the hole in the toiletThe dark water is the dirty sewage water that was pushed into the toilet during the backup earlier that dayIt had poured from the hole where it had been caught after replacing the toilet The cost of your services has been higher than predicted, but we were willing to agree to them due to the after-hours nature of our initial callThe issues should have been resolved during the second visit by your company, regardless of the additional $Although it came with no additional charge, the second team failed to provide any paperwork or documentation as to the work they performed on 9/28/The team from 9/may have been paid overtime but this was a scheduled call from your companyWe contacted the company and they called us back with the time and date for the technicians to arrive The main focuses of frustrations during this process are as follows: - The toilet that was damaged during the initial visit that we have been forced to replace on our own - The time of completion is absolutely unsatisfactoryI could look passed returning once, but the second visit of 9/28/should have resolved the problem and verified the solutionInstead we had the same issues occurring and the technicians failed to provide any documentation on what they did or did not do - The lack of professionalism from this company has been a reoccurring issue alsoFrom damaging the toilet, failing to provide documentation of work, and taking three calls to finally arrive at a solution I understand how the setup might be challenging but you advertise your company as professionals and I would expect them to perform as suchThe fact that damage was caused to our personal property during your 2+ week solution is unsettlingAs a professional company I would expect to pay for professional service, but at this point I've had to pay for unsatisfying service and paid two men to damage my property Regards, [redacted]

Company responded by phone 6/13/16-[redacted]Mr. [redacted] states that he has talked to the complaint and believes that the complaint has been resolved.

Business response taken over the phone by Revdex.com staff 11/18/15. He advised that he called the consumer on 11/6/15, offered $200, consumer agreed, check went out in the mail last week.

Greg F[redacted] <[email protected]>11:33 AM to me Hello [redacted]I spoke with Tasha Slay yesterday and assured her she doesn’t owe us any money. I also thanked her for the report making us aware of possible unacceptable sales tactics. I also told her I have not had this complaint before...

from this technician. But it will be addressed at our weekly safety meeting. So all personnel can be again reminded of their responsibility to our customers to give them choices and recommendations based on findings.Tasha says she is satisfied with our crediting her account.Thank YouGreg F[redacted] President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Dear Greg,
I have attached the
picture of the toilet again (Toilet_Image_1), and I would like to point out the
angle. The hole is not in a position to be beneficial to the flow of water. I
have also attached a reference image to the placement of a jet hole (Jet_Hole_Example).
The jet hole would be used with the purpose of directing the flow of water into
the trap way. The hole that is in the bottom of my toilet, and shown in the
picture, is in the back of the bowl/trap way. If this was a jet hole, the water
flowing through it would be aimed back out of the toilet, instead of being used
to guide the water down the trap way. This resulted in a disruption of the
normal water flow, and a bubbling or gurgling noise as the water would try to
flush. The siphon method of the toilet pulls the water of the bowl downward,
while the damaged hole is pushing in the opposite direction. 
To address the comment
of leaks "all over the floor", I would like to point out another item
from the Jet_Hole_Example image. There is a void within the
toilet which is just below the entrance to the trap way. This area would not
cause any leaking on the floor, but it would fill with the water from the
toilet bowl instead of sending it down into the piping beneath. After the
technicians came out on 10/8/15 one of them added water to the tank area, and
then tipped the toilet over for the water to enter the bowl. There were two
instance of water that could be seen at this point. There was the clear water
from the tank area, and dark (almost black) water from the hole in the toilet. The
dark water is the dirty sewage water that was pushed into the toilet during the
backup earlier that day. It had poured from the hole where it had been caught
after replacing the toilet.
The cost of your
services has been higher than predicted, but we were willing to agree to them
due to the after-hours nature of our initial call. The issues should have been
resolved during the second visit by your company, regardless of the additional
$355.00. Although it came with no additional charge, the second team failed to
provide any paperwork or documentation as to the work they performed on
9/28/15. The team from 9/28 may have been paid overtime but this was a
scheduled call from your company. We contacted the company and they called us
back with the time and date for the technicians to arrive. 
The main focuses of
frustrations during this process are as follows:
- The toilet that was
damaged during the initial visit that we have been forced to replace on our
own. 
- The time of completion
is absolutely unsatisfactory. I could look passed returning once, but the
second visit of 9/28/15 should have resolved the problem and verified the
solution. Instead we had the same issues occurring and the technicians failed
to provide any documentation on what they did or did not do. 
- The lack of
professionalism from this company has been a reoccurring issue also. From
damaging the toilet, failing to provide documentation of work, and taking three
calls to finally arrive at a solution.
 I understand how
the setup might be challenging but you advertise your company as professionals
and I would expect them to perform as such. The fact that damage was caused to
our personal property during your 2+ week solution is unsettling. As a professional company I would expect to pay for professional service, but at this point I've had to pay for unsatisfying service and paid two men to damage my property. 
Regards,
[redacted]

Business responded to complaint.  See attached.Business response copied and pasted below by Revdex.com staff 10/16/15.10/16/2015Dear Revdex.comRE: [redacted]Unless you are a plumber or familiar with plumbing systems it might be hard to understand the challenge it...

is to snake this type of system. This is a slab home that has history of backing up.  We have snaked this a couple years before and at the time we noted that a camera was recommended but customer declined. The plumber snaked from an outside cleanout first, but was useless for this blockage because it’s a separate branch with no cleanout. So the plumbers moved the equipment inside, removed the toilet (the customer says we broke) and snaked the sewer from there. It’s a very difficult snaking considering there are back to back toilets. He was able to get his snake down the cross and the sewer open at the base of the stack. They reset the toilet tested by flushing several times, all appeared to be ok. This was an after hour’s emergency call so the charges are more during this time of day. 9/23/15 $ 443.28. 2 men aprox time 1.75 hrsThe customer sent us a picture showing the broken toilet. Hole in base of trap way. This American Standard (old) toilet has a syphon jet hole on the bottom that is supposed to be there. This picture also shows a staining in and around the hole. Also if there was a hole through the china it would have leaked all over the floor and it wouldn’t be perfectly round.        9/28/15 - Sewer backs up again: we returned to the house and this time the plumber snaked the sewer from the vent stack on the roof. The sewer opened again in the same place at base of stack. Also replaced a toilet handle and replaced the flapper. Note this is the toilet the customer claims we broke. Tested sewer again flushing several times. Noted on ticket running very good. All this was done at no charge.  2 men aprox. 1.5 hrs N/C. as a side note both men were paid over time for this work.    10/8/15 – Sewer backs up again: This time we returned and snaked again from the roof vent. Was able to get blockage cleared, again at base of stack. This time we felt it necessary to use a Sewer inspection camera to find out what was causing this to reoccur so often. Plumber found an unidentifiable object stuck at base of stack. So they again started snaking using 3 different size cutter’s until the object freed up and moved down the sewer. The only way this object could have gotten in the sewer was from the vent stack. I don’t claim to know how, just that we didn’t put it there. We did not charge again for the snaking but we did charge for the camera work. Total $355.00 - 2 men over 2hrs and again overtime pay.  I feel that this customer was fairly charged and I suspect he truly believes we put that hole in his toilet. But the hole was there all along.  It was not obvious the first time out that this was going to be an unusual situation. We don’t assume there is an object obstructing the sewer. (Not normally) We also responded every time he called the same day to help minimize the inconvenience.    Greg F[redacted] Pres,The Plumbing Source