Delta Mechanical, Inc.

We have been able to make contact with Mr***We are working with him to address his concern on the fail componentWe will follow up to resolve the situation

Delta Mechanical did assist with changing out the defective toilet for the customerThis was not a workmanship issue As a standard procedure we do haul away the old toilet after the new toilet is installedWe were not aware that the defective toilet needed to remain on siteWe have since
communicated with the customer and have delivered the defective toilet back to the customer*** *** is working with the customer in regards to damages caused by the toilet
Thank you
*** ***
VP of OperationsDelta Mechanical, Inc

This is the customers motherThe actual customer agreed to all of the work and was understandingAt the original quote and in home sale, the job was quoted based on being able to go by the fireplaceOnce the job began and the wall was opened, as most construction/remodel jobs have it, it was
determined that the duct was not able to be run that wayThe immediate remedy was to go through the closetThe job could have and would have been completed on scheduleHowever, the customer did not want the duct run through the closetThe only other way that the duct could have been run was through the garageThe customer agreed and it was discussed that since the specs of the job have been changed, the ducting would have to be custom made by a metal fab in RenoThe entire cost of the custom metal was not charged to the customerThe cost was $The previous way could have been done with pre-fab material, which is how the original job was quotedThe metal ducting took a long time to get madeWhile the metal was being done, the customer said to the technicians to not bother her and she would leave the garage open since the job was done in the garageThe technicians did come, everyday and had the unit workingThe customers daughter called and stated that it was hotter in the living room where the customer spent most of her day and asked us to diagnose and fix the problemA new service line was ran, at no additional charge to the customerThis cost was $that was not charged to the customerAfter completion, *** (customers daughter) called stating that she wanted an additional discountDelta agreed to give an additional 5% discount totaling of $*** insisted on a $5,discountOur refund of 5% still standsDelta has been more than accommodating to the situation and the cost of all of the additional workThe customer was not charged any additional money to get the job completed

All issues on this install have been correctedThrough a series of miscommunication and misunderstanding*** *** is the only one that can do Monometer testing in the state of NVThat is why he was the only one with the equipment to perform testCustomer has filed complaints with the
city, the ** *** *** and now the Revdex.comWe have been more than willing to help this customer and work around schedulesWe have sent different techs out at the customers request

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The floor is rotton next to toliet the flooring has to be replaced *** *** is blaming Delta and Kohler, they in turn are blaming each other, while I have a rotton floor. I want the flooring replaced I do not care who pays for it but it will not be me
Regards,
*** ***

We apologize for any inconveniences you have incurredWe did not have knowledge that you were still not satisfied with the resolution that had been given to you from our insurance company on the projectThe insurance had indicate that you had accepted an offer prior from themAfter we received
this correspondence we have contacted our insurance and they indicated you denied the settlement after receiving itThere is still an open insurance claim that to our knowledge the insurance is attempting to close this matter out for youAt this time Delta cannot directly offer any other remedies being that the insurance is attempting to do so with you to close the matter out

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mr*** is either negligently misinformed or simply not telling the truth I went on Delta Mechanical's website on 10/(after his response), filled out their online form for repipe service in the area code, and received a price quote for $using FlowGuard Gold CPVC So their website is still offering repipe service in my area Mr*** is either lying or Delta Mechanical has a fraudulent website offering services they won't honor A have a copy of the free quote date 10/7/and stamped with their website: ***Additionally, I have a complete email audit trail of correspondence between myself and the Delta Mechanical sales representative in Florida (the office that previously handled scheduling repipe work in Texas) in which she acknowledges my acceptance of the quote and actually asks me to resend it to her so that she can meet the original quoted price (apparently she had lost it) There is ample case precedent in Texas law where email was upheld by the court as binding so long as their was no contingency or qualifying language in the email such as "upon final signature," or "subject to fully executed contract." There is no such qualifying or contingency language in these emails, any prudent reasonable person would read the emails and clearly understand that Delta had agreed to perform the work
Regards,*** ***

We have contacted [redacted] and they have already authorized reimbursement for the repairs and customer is aware. This Damage was not caused by Delta Mechanical and was due to defect in product.
Thank you,
[redacted]
VP of Operations
Delta Mechanical, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
From day 1, and as it written on the contract, I the daughter, was the contact for this job.   Yes on July 29th we were told a part needed to be ordered and we were told it arrived on Aug. 1st so that does not explain the additional 2 to 3 weeks to complete the job.  Also at the time of the sale we were told nothing would be in the home except the return and floor vents.  My mother did not want to lose a closet as was the remedy they came up with,  The fireplace they are discussing has been there for 45 years and so if it was going to be a problem it should have been discussed with us at the point of sale and then again when the tech came out,  prior to install,  to make sure product could be installed the way it was sold.
My mother only left the garage door open on days when she had a doctors appointment and they said they would be coming.   Never did she leave it open because she was home and didn't want to be bothered.  My mother locks her home up, even when she is home, like Fort Knox.   There were MANY days the tech said they were coming but never showed up.  It is again not true that they came everyday.   There were days that they came and then left for another job.  They would be sent to Elko for a couple days and then come back to my Mother's house. 
After one of my many calls to find out when the job would be complete and when someone would come back to complete the work (we were told 5 days from beginning to end and it took 3 weeks and 5 days) another tech was sent out, he had been on leave) and proceeded to tell my Mother that the work that had been done was unacceptable and that he would have to come back and spend 2 full days with other techs to REDO all of the mistakes.  This was on approximately Aug. 13th.  He did come back on the 18th and he and several other techs did spend 2 full days REDOING the work.  A city inspector has since been out and has a list of items that still require fixing.
I cannot tell you the number of phone calls that were never returned by this company.  We asked for a schedule so we would know when someone would be there and what scope of work would be doe and never got an answer.  My mother was so frustrated with them and that is why when she was not home she left the garage door open just so this work would get done.
The reason she had doctor's appointments was because again on the contract it stated to call me prior to coming to her house and the tech that did the pre-install check showed up unannounced.  My mother is 85 years old and is not comfortable allowing people in her home.   She asked him to go to the garage and he stated he needed to come in the home.  She relunctantly let him in and fell as she was flustered and fractured her vertebrae.  If they would have called me as was stated on the contract she would have known he was coming and not been flustered and would not have fallen.  She was in considerable pain during this whole process.  She required xrays, MRI, CT scans and the list goes on.  She would not take her full dose of pain pills as they made her sleepy and she wanted to be able to allow the tech in to complete the work.  Again,  she didn't just leave her garage door open for them.
The techs themselves kept telling us that the people in Arizona had no idea what they were doing and that is why they kept sending them to other jobs when they were not done with my Mother's job.  Every time I spoke to someone in Arizona their response to me was "They are not done yet?" I could go on. . .  but I rest my case.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Delta Mechanical was at my house on several occasions regarding this install and the sounds that started immediately when our water was turned back on Jan 2 2014. The installers were present when these sounds began and told us "it will take time for everything to work out". They were informed during calls that the sounds continued especially during cold weather. Although we can not predict when these sounds will occur we did record it and played it for the employees at our house more than once. They have never made any attempt to figure this at except to say that "our house is old and things happen". Our house is 15 years old and in excellent condition.
I also disagree with the fact that they have no way of knowing when an install fails inspection for a permit because our inspectors sent this to Delta Mechanical on 5/28/14. We had learned from our local [redacted] that they have had a number of complaints from other customers that bought products through [redacted] and had an install with Delta Mechanical. I called Delta several times between May 28th and August to try to confirm that our inspection paperwork had been received. No one ever returned my calls after being told they would look into this and let me know whether or not our paperwork was received. 
I have been told by [redacted] that we seemed to be charged quite a bit of money from Delta for the work that they did. They never refunded or credited our bill the $50 that I paid for their trip to my house for the estimate although they tell you that will be credited once the install takes place. I had to file a formal complaint with [redacted] customer service and even after they were promised by Delta that they would contact us to get that money credited they never did. 
I have been ignored and threatened by the Delta installer and I will not do business with them again. I would like a call from a manager or owner with an explanation regarding the poor customer service. The only time they have responded to any of my attempts was after I filed a complaint with Revdex.com. I think I should be compensated or have a credit applied to my [redacted] account based on the number of hours I needed to be home for service calls and also the amount of time I have spent on the phone with their employees.
Regards,[redacted]

We had already processed the refund for this customer on 7-7-14 and it does take a few days for [redacted] to complete the refund. Customer request had been processed. Please feel to contact me with any questions.
 
Thank you,
[redacted]
VP of Operations
Delta Mechanical, Inc.

We had believed that we did respond back for the Ms. [redacted] rebuttal and did not realize it was not received and closed without reply. I worked with Ms. [redacted] in regards to her concerns and to our knowledge Ms. [redacted] was satisfied with the results. We had completed the project and all inspections have passed. In regards to Ms. [redacted] request regarding her mother’s injuries I have worked with her to open an insurance claim so that they could investigate the issue. Ms. [redacted] mother had tripped and fallen when we arrived on one of the occasions for installation. Please let me know if you have any questions.

We have tried to comply with the customer as much as we can, the customer claims that there is noise coming from the water heater but whenever we are on site nothing is ever wrong. We failed inspection but unfortunately the city of [redacted] does not inform us that we fail they only...

inform the customer. So we are not aware until the customer calls in, we were out on 8/28 doing the final repairs for the customer and everything should be fixed.

We have been in contact with the customer and have offered a refund for the repairs completed by the customer plumber. This matter should be resolved.
Thank you,
[redacted]
Delta Mechanical, Inc.

[A default...

letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  It was frustrating however to not have anyone return my phone calls or e-mail inquires. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and...

have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is the same approach they have taken with me before, send me all the information and we'll work with you and nothing ever happens . Until I see fruitful results, such as an in home inspection, personal involvement and more discussion and a detailed discussion of exactly what will happen in the future should my water pipes leak again, I consider their response clearly unanswered.  
This is far from over.
Regards,
[redacted]. [redacted]

We have emailed this customer. We do not service this area any longer and unfortunately will not be able to provide and installation in his market. We did not have a signed executed contract for the customer and the quote was quite some time ago. Thank you,
[redacted]Delta Mechanical, Inc.

We have made contact with the customer and apologized for the delay on sending the pictures. Our technician was issued a new tablet and the pictures taken were on his previous tablet. We have recovered the pictures and have forwarded to the customer.Thank you,

We have tried contacting the customer. We are requesting that the customer contact their home owners insurance for correct investigation. We do honor all of our warranty work. Delta policy is to charge a $99 assessment fee. If it is found to be the fault of labor, the $99 is refunded. The work is...

then corrected at no charge to the customer.

I had the opportunity to discuss the concerns with the customer and we are working with him to correct all issues. We have also replaced the new water heater with a second tank. I have apologized for the inconvenienced and human error we had in his home. We will be staying in communication until all...

issues are resolved and the customer is satisfied.

 

Thank you,

 

Vice President of Operations

Delta Mechanical, Inc.