Delta Mechanical, Inc.

We have been able to make contact with Mr. [redacted]. We are working with him to address his concern on the fail component. We will follow up to resolve the situation.

There seems to be a little bit of misunderstanding, we collect payment information at the time of setting up the install. We do not charge anything until the job is complete, the customer did not provide Delta with the new payment information until after the job was billed. For security reasons we...

do not keep all credit card numbers on file so when we were made aware of the issue we quickly acted and started the refund process, at which point we needed the original payment information so we can credit back the amount. At this point we are at the mercy of the banks and there are times there is a delayed process when crediting a large amount. We understand that there could have been a bit of miscommunication so we are going to credit the desired amount of $22.57 back to the account.

This matter has been turned in to [redacted] Customer Care. We have offered to repair all the damage but the customer has still not allowed us to come out and do this. Should the customer want the corrections done, she will need to call [redacted] Customer Care to discuss.

We have had the opportunity to speak with the customer and we are refunding them for the tune up since they are not satisfied with the service.Thank you,

We have reviewed the recorded phone call and the customer was quoted for a 40 gallon 6 year unit, not a 50 as mentioned in this complaint. The 40 gallon was agreed to by the customer, she provided her credit card information and signed off on the Installation Customer Approval with the 40 gallon...

unit. We apologize if the customer misunderstood. At this point, we can install the 50 gallon unit but the customer will have to pay the difference in the tank and a new installation fee of $288. The customer also mentioned in her complaint to [redacted] that she told the sales associate that she wanted to switch payment methods before the card was charged, this was never mentioned on the recording. The card that the customer provided is what was eventually charged. There was no mention of wanting to switch payment methods.

This complaint can be divided into two issues. 1) What exactly is the $280 Installation Kit? Why is this being charged in addition to the $388 water heater installation fee? During the installation I observed no kit being used. I spoke with the Service Manager  who explained that the $280 charge was actually a charge for the expansion tank which was not installed. 2) Delta has been very unprofessional in their handling of this situation. The company does not return phone calls or emails which has led to getting 3rd parties involved in this dispute.

The gas installation kit includes the labor and material for the following:
Supply lines, gas line, couplings, fittings and nipples, soldering and any other miscellaneous parts. Again, an expansion tank is an additional cost that was not charged to the customer. I can attach several customer quotes that did pay for an expansion tank and it will show the additional line item. The sales manager mentioned that if the customer fails for not having an expansion tank that it would be included because we do not charge for any costs related to failed inspections. I believe this is what has caused the confusion on if he has been charged for an expansion tank or not. Bottom line is the customer has not been charged for an expansion tank and we are willing to install one for free. 
The customer has involved Home Depot Customer Care and we were instructed not to reach out to the customer because all further correspondence needs to be done through Customer Care. We were advised not to reach out to the customer because he is deciding on if he will allow Delta to come out and install the expansion tank at no additional cost to him. At this point, we have not heard back from Customer Care on the decision of the customer. Again, should the customer hire another plumber to come out and do the corrections, the warranty will be voided.

We apologize for the inconvenience. The card has since been refunded in full.

After installation the customer called in stating that the hot water heater was not producing hot water fast enough. The claim was around 5minutes. We sent out a tech who verified that the customers water took only 1 minute to get to the furthest fixture. This is normal in a home...

this size and for the already existing water in the lines to drain out and be replaced with the hot water that the tank is replacing. Navien confirmed this.The customer stated she did not want to take any time off work so we scheduled our field supervisor and two techs (all who were supposed to be off in observance of Labor Day) to accommodate this request. We had gone out there fully prepared and ready to take care of the grease stains (plumbers putty) and fix the baseboard that had to be removed due to the t&P requirement of having to be no more than 6" above the ground. The customer refused to let our technician do any corrections.
We offered to install valves at the top of the unit, which are not necessary because there are already 2 code compliant ball valves at the bottom of the unit. We also offered to have the inspection done the same day, that way the city official could speak to the customer and try to ease her concerns, as well as have the inspection done. This was to avoid the customer taking any further time off work. The customer refused to allow this to happen.
Delta Mechanical has been more than accommodating to this customers requests and already tried to fix them, but the customer refused. At this point, there is no justification in refunding an entire $5000 dollar job for damage that would amount in a total of $50 to correct.
Should the customer feel the unit was not marketed properly, we suggest her efforts be put in place to go after Navien directly.

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.

Regards,

I suggest that no one do business with Delta Mechanical. The entire operation seems incompetent. [redacted] should be horrified that they are associated with Delta Mechanical. I am now going to shop exclusively at Lowe's since the entire experience with [redacted] and Delta Mechanical was the worst experience I ever had with a company, and the job was not even done. In my opinion, this has brought down the stock price for [redacted]. Delta Mechanical has poor interoffice communication and they deceive customers by promising what they cannot deliver. It is amazing that they are in business.

My recommendation - never do business with Delta mechanical. You will Regret it.

Good Afternoon Jasmine,
 
I have personally tried reaching out to this customer and so has another manager, Latasha. This customer has called and spoken to several people within our organization. The customer was charged only $99 for a garbage disposal installation. We are offering a $25.00 gift certificate to Home Depot for future purchases. The customer is stating that he will not agree to anything until he speaks to a manager, however, we are unable to get a hold of him. The $25.00 gift certificate is the only compensation we will be able to offer this customer. This is a ~25% discount on a $99 installation charge.
 
Thank you,
Suzy K[redacted]
Plumbing Operations Manager
Phone* [redacted]

We have attempted to discuss the matter with the customer but unfortunately she will not accept our calls. On the day of the startup for her cooler we were running behind and we did discuss the issue with the customer. We did have the technician in route and when we discussed this with the customer...

she became upset and indicated that she did not want us to come out any longer. We attempted to call back but unfortunately the customer was no longer interested in discussing the situation. I would be more than happy to discuss and set up to have a technician out at no cost to perform the start up for her cooler as we promise. We apologize for running behind the day of the call and any inconvenience she incurred after the original install.

 

Sincerely,

 

Vice President of Operations

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.

There was communication the evening this situation occurred. I was contacted by Delta Mechanical's technician about 6 pm, after I mentioned filing this complaint. He said they could still do the service and could leave Albuquerque shortly. During rush hour it would take at least another hour making it 7 pm or so before they could get there.  That call came in while I was attempting to run errands already late in the day because I had spent the better part of the day waiting on them and they did not have the courtesy to call and advise me of their situation.  Earlier, when I spoke to a manager I was told, "Well, we have kept in contact with you." I reminded him that was only because I kept initiating the calls.  This situation was a replay of the initial reason I contacted your office and why they were attempting to pacify us with the free service to begin with.  However, the service has obviously not changed. Later that evening, I did get a call and by then it was late and I advised them I was already in the process of filing my complaint and was no longer willing to discuss it with them. I have not received any other communication from them that I am aware of as I have been out of town - I am unable to accept their phone calls if I am not at [redacted].  I do not trust them to keep their word and I do not intend to have them trying to pacify me once again and taking up my and my precious daughter's time waiting on them!  I stated what I (we) would accept when I filed this complaint. If they are not willing to do that than I (We) want the complaint to stand.  I would also appreciate them not telling untruths about my not taking their calls, as I have been out of state most of June. They have my [redacted] phone number that accepts messages and someone is [redacted] to give me those messages until I arrive at the end of the week. So, NO, their response is not sufficient and we are unable to trust them. Thank you. 

Regards,

I apologize for any inconveniences, we are happy to discuss your installation with you when you are available. Our team has reached out and left you a voice mail and we will try to contact you to resolve your concerns. We have verified our records that the inspection has passed and no further items needed for inspection. Please let us know if we can be of any service to you to address your needs.

This is the customers mother. The actual customer agreed to all of the work and was understanding. At the original quote and in home sale, the job was quoted based on being able to go by the fireplace. Once 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 way. The immediate remedy was to go through the closet. The job could have and would have been completed on schedule. However, the customer did not want the duct run through the closet. The only other way that the duct could have been run was through the garage. The 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 Reno. The entire cost of the custom metal was not charged to the customer. The cost was $841.22. The previous way could have been done with pre-fab material, which is how the original job was quoted. The metal ducting took a long time to get made. While 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 garage. The technicians did come, everyday and had the unit working. The 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 problem. A new service line was ran, at no additional charge to the customer. This cost was $390.00 that was not charged to the customer. After completion, [redacted] (customers daughter) called stating that she wanted an additional discount. Delta agreed to give an additional 5% discount totaling of $700. [redacted] insisted on a $5,000 discount. Our refund of 5% still stands. Delta has been more than accommodating to the situation and the cost of all of the additional work. The customer was not charged any additional money to get the job completed.

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.

Regards,

We apologize that we are not able to service your project. Delta Mechanical, Inc. does not service your area any longer for any new customers. We appreciate you letting us know that our web estimator still offering information. The quoting tool is not a contract but a quote estimator. We apologize you were able to generate a quote and we are making corrections to our site.

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]

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.[Provide details of why you are not satisfied with this resolution.]

Regards,