Delta Mechanical, Inc.

Hello,
Several voicemails and e-mails have been unreturned for this customer. This customer had Customer Care with [redacted] involved and our response to them to close the case were as follows:
 
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font-size: 11pt; line-height: 1em;">This is a skilled trade and the price quoted for the venting was at an already extremely discounted price for the work that needed to be done. Delta does not charge by the hour, but by the job. We are only able to give basic quotes over the phone for installations, in the end, the technician on site is the one that verifies what needs to be done. All homes have their own unique venting and most homes venting is no longer under current day plumbing code. These are unfortunately issues that we are unable to determine over the phone. We are legally bound to pull permits on every single installation and we will not do an installation if we know that it will not pass code. The customer is given the options and pricing on what needs to be done to pass inspection. Only when the customer agrees, do we proceed with the installation. As the customer said, the job was a very well done job and the installer knew exactly what needed to be done to get it installed up to code.
We will be offering the customer a gift certificate to [redacted] for the issues in scheduling and the delay in getting the unit installed.
If the customer feels that the price was too high, he is more than welcome to submit a quote from a competitor for a price match. We know the going rate for plumbers in [redacted] and can guarantee our price to be several hundreds of dollars less than any competitor.

We apologize for any inconveniences you have incurred. We 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 project. The insurance had indicate that you had accepted an offer prior from them. After we received...

this correspondence we have contacted our insurance and they indicated you denied the settlement after receiving it. There is still an open insurance claim that to our knowledge the insurance is attempting to close this matter out for you. At 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.

We had the opportunity to meet with the customer and a [redacted] manufacture representative on site to go over the customers concerns. [redacted] has addressed the concerns and explained that the unit is installed properly and the spine fin coils are well within manufactures specifications. Customer is...

satisfied at this time to our knowledge.Thank you,

Better Business...

Bureau:

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.They sent pictures of after it was fixed. I need pictures of before it was fixed and the mold to show the roofers the damage it caused. I know they have those as they originally showed them to me. I sent a response to their email with the pictures on Tuesday.  I also left a phone message today with Joe asking for the correct pictures. So far I have not heard anything from them.

Regards,

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.

Delta Mechanical apologizes for this. Refund is being made today. We were under the impression that the job was done when in fact it was not.

I was not told of any defective parts on the water heater at the time that it was installed and nobody ever came out to look at it after it was installed to know that it was defective. After installation, the plumbers advised me to wait an hour for the water ro heat up. They did not advise that I was buying a defective water heater.  Was the company already aware that the water heater has a defective part before it was installed? Was a water heater sold to me by the company that the company was aware did not work? Since the water heater was installed with defective parts (if that is the reason that I still do not have hot water a week later), then it should be replaced at no cost since it was installed with full knowledge that it was defective. 
After filing this complaint on 9/8/2016, a technician contacted me once again to schedule an appointment for today, 9/9/2016, between 4 and 6 pm. However, I just received another phone call from Marisa, another technician, who called me to schedule an appointment with no awareness of he appointment that was already scheduled on 9/8/2016. The company needs a better scheduling system.

I do not have an option to only partially accept this response.  They mislead you by telling you that I did not respond to their customer service people.  I responded to EVERY call they made, plus three more.  If they are offering a gift card, I need to know what the amount is first.  I'm not going to accept a low ball offer, simply based on the customer service aspect of this entire ordeal.  They seem to suggest that I somehow am in the wrong.  I purchased the water heater, and when I called, the man who answered the phone seemed to know EXACTLY which heater it was.  NO mention was made that extra fees for installing were needed, or holes cut in my kitchen.   As far as getting a competitive installation offer, how do they propose we do that with the worker standing there with the water heater still on the cart?  That seems a bit silly to even suggest.  Granted the heater was installed well, but it's the entire experience before, during and after that I am complaining about. 
Please advise regard the gift card amount. 

Regards,

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.

Delta Mechanical is not in control over the actions of a city inspector. We do apologize for any inconvenience that this has caused. The inspector is requesting the customers chimney be lined for the safety of his home because the current chimney is in an unsafe condition. This is not something that...

Delta Mechanical was contracted to do. Unfortunately, we are unable to offer this service for free. The original quote was $600 for the chimney to be tile lined and we then offered the customer a discounted price because he had expressed that he was unable to afford this. We offered a payment plan and/or a Home Depot card as an option to the customer. He became irate and began cursing at the customer service rep and then proceeded to hang up after screaming obscenities about the city inspector. The offer does still stand that the work can be done at a discounted rate. This was a pre existing condition to the home that Delta Mechanical was unaware of and is not liable for. The city inspector is demanding this because the current chimney is unsafe for the customer's home. We advise the customer pay to get the corrections done as soon as possible before the chimney further deteriorates and becomes a bigger life safety issue.

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.Mr. [redacted] is either negligently misinformed or simply not telling the truth.  I went on Delta Mechanical's website on 10/7 (after his response), filled out their online form for repipe service in the 78006 area code, and received a price quote for $8400.00 using FlowGuard Gold CPVC.   So their website is still offering repipe service in my area.  Mr. [redacted] 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 10/7/2014 and stamped with their website:  [redacted]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,[redacted]

Upon speaking with Delta Mechanical, we explained that we did not want a refund.  We only wanted the service that we paid for which is a tune up.  Their service worker explained to us that their company would schedule an appointment to come out and do the tune up and this service never happened.  Once again we do not wish for a refund only the tune up that we paid for in advance.  The manager said they could no longer help us because we are no longer in their service area anyway.

We have been in touch with the customer and the final inspection is set for July 16th and all should be resolved concerning the Heating and Cooling installation.Thank you,

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,

VP of Operations

Delta Mechanical, Inc.

Delta Mechanical, Inc will not be able to offer a full refund. We will be calling the customer to discuss a gift certificate to Home Depot in the amount of $25 for the inconvenience of rescheduling. The $99 installation fee has been the same installation fee since Home Depot started offering...

installations. The price is set by Home Depot. We apologize if there was confusion on the pricing from a Home Depot employee.

The water heater has a defective part. This is not an installation related issue. The manufacturer, [redacted] covers all of this under their warranty. Any parts that are replaced are sent from [redacted] and installed at no charge. This is a clear and cut warranty issue. We suggest the customer take up her...

efforts and go directly after the manufacturer, [redacted], should she feel she is owed a refund for the unit not working properly.

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.

The photos have since been sent to the customer. There was no disputed amount. We apologized for the delay. We have done many installations for this particular customer and greatly appreciate them as a valued customer.

SEE ATTACHMENT FOR RESPONSE 09/12/2016

I have contacted Ms. [redacted] and discussed her concerns. I apologized for the confusion on the pricing of the water heater and inconvenience of waiting for the inspection’s to be completed. Our permit department is reaching out to Ms. [redacted] to schedule the final inspection for the City of Reno and...

I have also offered a $100 discount to make up for the inconveniences, which she has accepted.  Ms. [redacted] is satisfied at this time and we appreciate Ms. [redacted] giving us the opportunity to address her concerns.

 

Sincerely,

 

Vice President of Operations

Delta Mechanical, Inc.