Delta Mechanical, Inc.

A unit not working after installation is indicative of the unit having a defective part. Being in this business for 20+ years we are able to diagnose over the phone. At the time of installation, there was no knowledge of the unit having defective parts. This was only determined after hearing that the unit was not working. Once our technician went out to verify, he did notice that the customer did indeed have hot water, the issue was that the customer has low water pressure in the home. The water heater was set to a manufacture setting of 120 (by law we must install this way). The second floor we tested and the sink had a temperature of120. The technician did troubleshooting with [redacted] directly and they indicated that there is also nothing wrong with the unit. This is also confirmed by the fact that the issue is only in one fixture. Our tech was on site for over an hour and the entire time the customer did have hot water and the unit was operational. The technician is suggesting that a new shower valve be installed in the shower since the mixing valve could be the issue. A combination of low pressure and a bad mixing valve could be the cause of the issue the customer is experiencing in the one bathroom. We also suggest the customer install a new PRV to resolve the water pressure issue. These issues are not labor related or due to the installation of the water heater.

Unfortunately, Home Depot did not approve the payment method the customer would like to use. The contract was signed for the full amount and the amount still needs to be paid for. The customer has received a total of 10% discount off of the unit itself and an additional 10% off of the entire...

installation for the issues that arose. The amount is still due in full and the customer's account is being sent to collections for the amount on the contract that was agreed to. We have already offered compensation.

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.

The floor is rotton next to toliet the flooring has to be replaced [redacted] 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,

I had attempted to contact the customer to discuss her concerns and customer called back indicating that she did not want to discuss. We have not had communication with the customer since January 2014. We would have been happy to discuss her issues and cancel her maintenance program at any time she...

wished. The items we had quoted were recommendations and at no time were we trying to take advantage of this customer or any other customer. We do educate our customers on benefits of corrections and cleanings as we did in this situation. The maintenance program is a two year program that was purchased in 2013 and it is 1 year and 3 months old. I will be happy to prorate the maintenance program and refund the customer. The program was $299 for 2 years or $12.46 per month. The customer had 15 months of service deducting $186.90 leaving a refund of $112.10. If the customer is satisfied I will be happy to process this right away. Please also note at the time of signing up for the maintenance program there was a run capacitor that needed to be replaced and we did so at no cost to the customer. As before I would be more than happy to discuss the situation further if she would like.

 

Thank you,

 

Vice President of Operations

Delta Mechanical, Inc.

We have made a few attempts to contact his customer to address their concerns; unfortunately we have not received a return call to address. Based on information from our team we had this customer scheduled for a time slot of arrival between 1 and 3pm. We did receive a call from the customer at...

approximately 1:15 pm and we did need to discuss with the customer that we would be running later than the original time slot. The customer did let us know also at that time that they would like us to price match a competitor and our dispatcher let them know that we would be happy to do so and we just needed it in writing. We guarantee the lowest price for up to one year after install based on written quotes from other licensed contractors for a same for same quote and we will even beat the competitor by 10%. At that time the customer chose to cancel the install and we have not spoken with them since. If the customer would like to reach out to me at any time I would be more than happy to discuss their concerns and to apologize that we were not able to take care of their install on that day. [redacted]VP of OperationsDelta Mechanical, Inc.###-###-####

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,

VP of Operations

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Delta Mechanical, Inc.

We have addressed the installation items and our team is working to make sure the customer is satisfied. We apologize for an inconveniences that the customer incurred during the installation. Thank you,

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.HVAC Installation still needs to pass county electrical and mechanical inspections (failed once already). Delta has not contacted me regarding these mandatory final inspections. Installation began 6/3/15.

Regards,

We would be more than happy to service this customer but unfortunately we are no longer servicing this market. If we had technicians available we would have most certainly set up a tune up for them We regrettably cannot assist at this time.

 

Thank you,

Thank you for providing feedback on your installation. The issues since the installation have been resolved. We have also addressed the concerns regarding the technician. We value every customer's opinion and take the feedback provided to better our organization.

All issues on this install have been corrected. Through a series of miscommunication and misunderstanding. [redacted] is the only one that can do Monometer testing in the state of NV. That is why he was the only one with the equipment to perform test. Customer has filed complaints with the...

city, the [redacted] and now the Revdex.com. We have been more than willing to help this customer and work around schedules. We have sent different techs out at the customers request.

Delta Mechanical did assist with changing out the defective toilet for the customer. This was not a workmanship issue.  As a standard procedure we do haul away the old toilet after the new toilet is installed. We were not aware that the defective toilet needed to remain on site. We have since...

communicated with the customer and have delivered the defective toilet back to the customer. [redacted] is working with the customer in regards to damages caused by the toilet.

 

Thank you

VP of OperationsDelta Mechanical, Inc

Our installation kits do not include an expansion tank. The expansion tank is an additional $95 charge that the customer was not charged for. The itemized bill has been sent to the store and customer for reference. The customer is refusing to allow Delta to come out and install the expansion tank...

free of charge. The customer has been explained by Home Depot and Delta that hiring someone else to make the corrections will void the labor warranty.  
Delta Mechanical is trying to correct the failed inspection but at this point, the customer is not allowing us into the home to install an expansion tank at no charge to the customer.

I had the opportunity to discuss the concerns with the customer and to clear up some confusion. The service call we performed was on a Sunday and we had found that an outdoor fan was not working and cause the compressor to shut down on overload. During the time of our visit we were not able to get...

the compressor to cool off so that it could restart and it appeared to be locked up. Our technician went over the issues at hand and attempted to cool the compressor also with a garden hose. After sometime we were still not able to get the system to run and we had done some final tests on the electrical components and disconnected some components to test the capacitor. After testing and the unit not working our technician went over some new systems for the customer that were more efficient and with warranties. After the customer decided to go ahead with a new unit our technician closed up the system and did not complete putting the unit together with all wiring and screws since it was being replaced. The customer is satisfied at this time and I have offered to have a gentlemen come out to verify all is running properly and within manufactures specification at no cost.

 

Thank you,

 

Vice President of Operations

Delta Mechanical, Inc.

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]

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,

I have received the same response from some of this business's associates that I would get a call to discuss and they would send me the gift card.
I never received a call back after leaving numerous messages.  Also, I still haven't received a call back from when they responded via Revdex.com.
I am still waiting for the call to discuss the situation.  I will not accept anything until I receive a call.
Thank you

There were no details provided by the customer as to why this was not a satisfactory resolution. The leaks need to be documented by the homeowners insurance. The $99 service fee is still mandatory before sending someone out repair. As stated in the previous response, if the leaks are determined to be at fault of the labor, the $99 is refunded immediately. For a more thorough investigation we suggest the customer contact their insurance company.

Unfortunately, the Home Depot does not accept the method of payment. The customer may request a higher limit to cover the additional cost or provide different forms of payment. We can split the bill on several cards.

We had the opportunity to discuss this maintenance program with the customer recently and unfortunately the maintenance program purchased expired approximately 1.5 years ago. We value the customers business but we cannot refund for services that have expires quite so long...

ago.

 

Thank you,