Delta Mechanical, Inc.

Hot Water Heater Purchase via [redacted], installed by Delta Mechanical, Inc. Call by 12 pm, same day delivery and installation. 1) Installer brought had limited speaking ability. 2) Brought the WRONG water heater. 3) Had more water leaking in the house than previously (with the hose/coupling to drain the old waterheater). 4) Said it would 'dry out' as it piled up against the drywall, I had to use my own shopvac to demonstrate what I wanted done. 5) All wires were NOT CONNECTED (wires from the new unit & wires from my cable). They were loose inside the unit touching, not secured with the wire nuts or electrical tape and sealed up. 6) No hot water, and when I had to call them out again, I was told all mechanics were from 'Bulgaria' so my opportunity to speak with someone who could understand me was not very likely. However, they did send another man who reviewed the first mechanics work (or lack of) and purchased a larger breaker (when he flipped the breaker sparks flew all over my garage), & reconnnected the wires correctly w/wire nuts & electrical tape. The wires were now slightly 'melted' so he had to cut away more wires. The only thing that I would say that was negative about my experience w/ the second man (who spoke English well!), was that the sparks from the heater were all over my dryer leaving 'burn marks' on the metal.

Review: I purchased an AC from Home Depot who contracted with Delta Mechanical. The unit I purchased is not what was installed. I purchased an air conditioning unit with a dual speed blower. The unit installed is single speed.Desired Settlement: One of two options, replace unit with the unit called for in the purchase agreement, or two make a purchase price adjustment and refund part of the price back to me.

Review: I paid Delta Mechanical 104.99 to install a bathroom sink faucet that was ordered online from Home Depot. Charges were posted on 5/30/14. Plumber could not install said faucet because the unit was defective. I was told by both the plumber named [redacted] and the customer service agent [redacted], that I would not be charged for the install because the faucet was defective. [redacted], who no longer works for this company promised the refund that she said was billed in error. She told me that the plumber [redacted] was paid a trip charge and that was all he was to get and I would be getting a refund. She, [redacted] sent me a pdf Refund Request for $104.99, dated 6/9/14. I have proof of refund request in the form of said pdf.

I called a week later still to find no refund in my cc that was billed in error. Someone from customer service I spoke with said that the refund was on the way. All lip service.

On 7/1/14 I talked to customer service agent Sue who said she would not be of much help to me as it was her last day. She did agree to put in another refund request for the full amount but didn't know how to e-mail pdf. She agreed to mail the refund request to my address in Arizona. I also have sent an e-mail refund request with no reply. Phone calls to this company have been futile and they are hard to reach as the phone is always busy or no one answers the phone.Desired Settlement: Full refund for services that were not provided and billing in error because of defective faucet. ASAP please!!!

Business

Response:

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

Delta Mechanical, Inc.

Consumer

Response:

[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.]

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,

Review: I had an Air Conditioning/Heating unit installed by Delta Mechanical/Home Depot on May 22, 2013. I have 2 issues with this company:

1) The salesman ([redacted]) wanted payment in full ($7717.59) up front before the job began. I felt uncomfortable with this and he agreed to charge $4000.00 to my credit card and the balance upon completion of the job. My credit card was charged the FULL amount of $7717.59 on May 21, 2013, the day BEFORE the job began.

2) On the day of installation, I was promised a flexible frame air filter (since the new unit is wider than my old one and the filter will not clear the width of the closet door) and a compressor or condensor blanket for the unit (which was promised on the day [redacted] wrote my bill of sale, May 18th).

I have called [redacted] to express my unhappiness with being billed the full amount--he gave an excuse that it must have been billed after completion, but clearly that's not true. I have called repeatedly (6-8 times) to ask for the flexible air filter and compressor blanket. I've been told each time for 4 weeks now that it "will take 3 to 5 days" to get the part(s) in, but I'm still waiting. I've spoken with [redacted] (a manager?) and [redacted] (may have misspelled) who is a "Project Manager," both of them more than once. They never have returned my calls--I always have to call them and I'm tired of getting put off by them for something I was promised over 30 days ago!Desired Settlement: I would like this job completed as promised. A discount for all my troubles would also be appreicated.

Business

Response:

I have contacted Ms. [redacted] and discussed her concerns. I apologized for missing the mark on tracking the remaining parts needed and I was able to verify that the parts had come in to complete her project. We have the customer scheduled for tomorrow Saturday 06-29-13 to complete the components for her. I have also offered an extension of the parts warranty from 5 years to 10 years to make up for her inconveniences. I let Ms. [redacted] know that I appreciate the opportunity to make the necessary corrections to satisfy her.

Sincerely,

National Director of HVAC Operations

Delta Mechanical, Inc.

Review: We were referred to Delta Mechanical by Home Depot - At Home Services for the installation of a replacement water heater. The Delta CSR, Jerry, gave us a verbal itemization of charges, one of the charges being for an "Installation Kit" for $280.00. The Delta CSR ensured us that the water heater would be installed per code. While observing the installation I did not see any "Installation Kit". I later determined, during a phone conversation with Latasha, manager at Delta Mechanical, that the "Installation Kit" was actually for an expansion tank installation. Unfortunately, the hot water heater failed inspection because Delta did not install an expansion tank which is required by code in our area. We've made several phone calls to Delta Mechanical expaining the situation to Delta's Customer Service Department and asking to have the $280.00 charge reversed since the expansion tank was not installed. We're always told that someone from Delta will call back to discuss the situation. As of 2/21/2016, Delta has not returned any of our phone calls and has not removed the $280.00 charge.Desired Settlement: Credit our credit card account $280.00 + tax since the water heater expansion tank was not installed.

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

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.

Review: on may 15, 2015, delta mechanical installed a new water heater. the plummers name was marion and he seemed nice at first. then , he slowly became mean when he went to where my old water heater was at. h mentioned that he was going to charge me an extra 150.00 for replacing a vent. I already paid 1278 over the phone. my basement flooded again because of the flooding and had a sump pump installed. to make a long story short, marion lit the water heater and started shrieking without explaination. the city inspector came over and mumbled to himself. the only thing I understood was you have a nice big backyard. one week later, I received a call from delta mechanical that an inspector was coming over. I called back because I received no explanation whatsoever. marion came and took pictures and no explanation other that we will get back with you. around september 25, 2015, delta mechanical called me saying they would fix the chimney liners for free. I was irate because I had no explanation about the wark and the problem should have been resolved sooner. this time there was a no call no show and I visited my mother in dallas,tx septembr 28, 2015. I called to find out about the chimney liners and was given the run around. this time victor came over and reinspected the water heater explaining I needed chimney liners. nice guy, but made a statement that he was going to charge me 600-800. back in june, marion already reinspected the house and the company sent hvictor to reinspect it again. I mentioned that I was propmised the incividual was going to install the chimney liners for free and the customer service wanted me to pay for everything. to make a long story short, I was called back feb. 23, 2016 to receive another credit card from home depot and I need to have chimney liners rather firly from customer service. I mentioned that the city inspectr mumbled to himself. the customer service representative mentioned I have a hard time believing that.Desired Settlement: pass my water heater and leave me alone. fix my chimnay liners for free because I have been given the run around by delta mechanical and constantly yelled at by this organization

Business

Response:

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.

Unfortunately, Delta's response to my complaint while appearing sincere leaves much to desired. In fact, their serviceman wanted to charge $600 extra for services that were not required to install the water heater they had agreed to install. The very next day we had another company install a replacement water heater (from an authorized Rheem dealer) and they indicated that the "code issues" cited by Delta Mechanical were in fact vaporous.

Once again I repeat my caution to all considering utilizing Delta Mechanical's services - look closely before you leap.

I bought a new water heater at [redacted] This was scheduled to be installed on Friday 10/17/15 between 2-4pm. I called Delta Mechanical at 4pm because I had heard nothing, they said the tech was picking up the water heater & was on his way. Then nothing after that. By 7pm another rep called & said they could not make it that day & offered a pitiful discount to reschedule it for the next day. And I then had to argue with them to make it the first install on Saturday 10/17. On Saturday the tech did show up on time but the unit was wrong so again it was pushed back to between 2-4pm. I never heard another word from them & then the tech Finally showed up at almost 5pm to do the install. Then he did not have all the parts he needed so he had to stop & go back to the store so the job was not completed until after 8pm Saturday night. It was beyond frustrating & ridiculous that I literally was held hostage by Delta Mechanical for 2 full days for a simple water heater installation, ruined my whole weekend. I would recommend the product but never the installation company. As a result, I will never purchase from Home Depot requiring an installation ever again.

These guys are flakes. The came out twice to give me an estimate. They never provided a written estimate. In fact they provided an estimate over the phone and when I asked for written estimate they said sure. Then never heard from them again. I recommend that no one waste their time with this eneterprise

Review: We purchased a cap compressor and a "pmp" warranty from Delta Mechanical for one year. When the employee from Delta came out he asked if we would like to pay for an additional tune up at an extra charge and we agreed. He said that his company would get in contact with us to set up an appointment and the tune up would be in approximately six months. The problem is that we were never contacted for the tune up and we paid the additional charges for it. Unfortunately, the employee doesn't work for the company any longer and the company doesn't service the area any longer either. I called and talked to many employees (on three different days) and said they would look into their records and return my phone call which never came to pass. Finally, I was put through to their manager Roy Gardoni their service manager who also looked into their records and said that he can no longer give us the tune up that we purchased. He said his company no longer services our area and was not willing to help in any way. I explained that his employee said that his company would call to schedule an appointment with us months later for the tune up which never occurred. It's very unfortunate and upsetting that Delta Mechanical is not willing to help in any way when we already paid in full for the services.Desired Settlement: We want the tune up that we paid for and for this not to happen to other consumers like ourselves.

Business

Response:

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,

Consumer

Response:

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.

Review: I contacted Delta Mechanical in Sept 2013, and received a whole house repipe quote. I worked with a sales rep named [redacted]. We corresponded regarding warranties, letters of recommendation, and material use. On February 28, 2014, [redacted] confirmed in an email that Delta Mechanical could begin the work on 3/24/2014. I asked that it involve two workers since a previous customer had recommended that to me. [redacted] couldn't schedule two workers so she kept putting me off. In June 2014 I sent a certified letter to the president of Delta Mechanical, [redacted], explaining the difficulty I was having with [redacted] and requesting his assistance. I never heard from Mr. [redacted]. In late August I again tried to contact [redacted] by phone and was told that she was no longer employed by Delta Mechanical and that I would have to call their Arizona office to get the work they committed to scheduled. I called the Arizona office on 27 & 28 August and after several promises from [redacted] that I would get a call from a repipe service rep, I was finally able to speak with [redacted] asked that I said him the original contract from [redacted] and that he would see who was available to do the work. I sent him the contract on 9/2/2014 but did not hear from him. I contacted again on 9/10 and he acknowledged receipt of the contract but indicated he had put it "on the back burner" (his words). [redacted] has not returned emails or phone calls. Delta Mechanical has strung me along for almost a year promising to do the work and then not delivering.Desired Settlement: That Delta Mechanical schedule two installers to repipe my house immediately. That they do the work in a timely and professional manner. That they honor the original contract and warranty agreed upon on February 28, 2014.

Business

Response:

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.

Consumer

Response:

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]

Business

Response:

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.

Review: Dear Manager:On 9/27/13, we ordered an evaporation cooler from our [redacted] store on West Dartmouth in Denver, Colorado. [redacted] then arranged for Delta Mechanical to install the cooler. On 10/3/13 Delta Mechanic employees (Ryan 310 663-8055 and Giles 719-310-1419) installed the cooler ($3,426) along with a flush line ($250), evacuate line ($150), extended water line ($95), condenser pad ($175), transition ($275) vent pipe ($450) and float switch ($150. They included a two year maintenance contract. The total cost of the above was $4971.00They moved our existing humidifier from a vertical side of the duct to a sloping side and connected its drainage line to the condenser drainage line. This summer, the evaporation cooler stopped working. Water was running from the float valve and it appeared that the evaporation cooler was shorting out. The humidifier was installed at an uneven angle and water still drips out of the bottom of it.[redacted] contacted Delta Mechanical and they sent a repairman, Chris Paplia and an assistant, to repair the equipment. On 8119/15, they replaced the shorted out float valve, re-routed the humidifier drain line directly to a floor drain. They serviced the entire furnace and In doing so reported that there was a dangerous level of carbon monoxide in the furnace and basement and recommended that we replace the furnace ASAP. They left the gas turned off while we thought about what action we should take.The Delta repairman urged that we replace the furnace and said we could buy one from [redacted] OR he had his own Heating and Cooling Company CPR and we could buy it and have it installed by him at considerable savings.Our first thought was that we needed to confirm that carbon monoxide was present. We hired the Federal Heating Company, because we purchased the furnace from them. They sent a repairman out the next day 8/20115 to examine the furnace ([redacted]). He found NO carbon monoxide in the furnace other than a normal amount in the vent pipe. For another opinion, we hired L & R Services who also found NO carbon monoxide.A relative of ours who is a property manager brought his gas detector over on 8/21/15 and searched the entire furnace area and could find NO trace of carbon monoxide.Iam an 82 year old customer who has been loyal and completely satisfied with [redacted] products and service since it opened its store near me in Bear Valley years ago. We had a contractor's account for years there. We are obviously not happy with the service we have received from Delta Mechanic.Desired Settlement: Iam concerned that Iwas set up to be a senior victim by Delta Mechanic and that this may be a recurring theme with the company and/or service staff. Iam providing this account of my experience with your contractor for your consideration.

Review: Delta Mechanical installed a water heater at the end of 2013 - turns out that it was leaking carbon monoxide and wasn't installed properly. After numerous complaints and false information from them it took almost a month to complete.

On 9/20/2013 we had a water heater installed by Delta Mechanical through [redacted]. A permit was issued and signed off.

On 2/7/2014 we came home and smelled gas and immediately contacted NV Energy. The gentleman came out and determined that our water heater was not venting correctly and was leaking carbon monoxide and issued us a hazardous finding. He told us that we needed to contact the company who installed water heater to get the issue resolved.

On 2/9/2014 we called Delta Mechanical and explained the situation. They were not wanting to fix the issue until my husband mentioned a lawyer if they didn’t come out to fix it. They scheduled a worker to come out on 2/10 in the morning to get it resolved.

We also contacted [redacted], the supervisor with washoe county building inspections and he was very helpful and was willing to come out immediately. He did research and found that a monometer test was never performed after installation. We requested that he come out after the water heater was fixed and informed him that Delta was supposed to come out the following morning.

On 2/10/14 My husband took the day off work to make sure this was resolved. [redacted] with inspections came out and issued us a correction notice that included: getting water heater fixed, installing a carbon monoxide detector, and completing a monometer test. He provided a copy of the correction notice to the Delta worker, [redacted] was really trying to avoid fixing the issue and even looking at the water heater. On multiple occasions he stated that carbon monoxide detectors were not needed. He eventually conceded, requested our telephone number and said that he would return and get everything including the monometer test done today.

On 2/11/14 we had to call Delta again as we had not heard back from them and the technician never returned the previous day. I told them the list of things that needed to be corrected from the correction notice and complained that the initial technician didn’t return after saying that he would. They scheduled a technician to come out the following day in the morning.

On 2/12/14 the initial technician that came out on 2/10 came back. Said that he would get everything done, including the monometer test. He went on the roof to check clogs and sprayed a chemical to check for leaks. He left at 11:30 to get carbon monoxide detectors and would come back to complete the monometer test since he couldn’t find any leaks. When he returned at 1, he requested my number and proceeded to tell me that a 3rd party does the monometer test and that it cannot be scheduled until the company has my number. I asked him why he couldn’t do it like he initially said and what the issue was since they knew from the 9th what needed to be done. He said that I need to call and that it would get done. We called and spoke to a supervisor and was told the same thing about the monometer test. We provided our telephone number again to get it scheduled so that we can close the permit that was reopened.

On 2/17/14 I contacted Gretchen, a supervisor at the Spanish Springs [redacted] to complain about Delta since we haven’t heard from them about the monometer test or anything else. She said that she would investigate and return my call. Upon her investigation, she made some phone calls and escalated our issue. I also called Delta again and spoke to [redacted] who scheduled the monometer test for 2/24 between 8 and 9 am. I asked why it had taken so long since they knew what needed to be completed since the 9th. She said that she wasn’t sure but that it is set now. I asked to speak to a manager and was told that they were currently busy but would return my call as soon as possible.

On 2/24, [redacted] came out and stated that he could not perform the monometer test until certain things were fixed with the water heater including: a new chas flex and shut off with drain pan ran and floor joints taped. He said a technician could come out tomorrow. I asked if it would be the same guy who had already been out twice. He informed me that it most likely would be. I told him that I didn’t want the same guy since he should have made these corrections when he was here the last two times. He was nice enough to call his supervisor and set up for the supervisor to come out to do corrections and perform monometer test between 8-10 the following day.

I called the building inspector again and he suggested I contact the board of contractors.

On 2/25 Ivan came out just before 10 to see what materials he needed for the job. Per the state board of contractors, I told him that I intended to file a complaint with the board. He ran drain pipes and installed a new shut off. He also fixed the vent angles to resolve the carbon monoxide issue. However, he didn’t have the necessary equipment for the monometer test. Knowing the issues that I have had with this company, he called [redacted] to arrange for him to come out the same day to complete the monometer test. He also asked me what he could do to avoid me contacting the board of contractors. When [redacted] came out later in the day he informed me that he would call the inspector to set up an inspection.

I have children in my home and the fact that Delta is dragging their feet about resolving the issues is not okay. They have not been respectful of my time or have made any efforts in correcting this serious issue.

Thank you, [redacted]Desired Settlement: I want the full amount that I paid for the contracted installation to be refunded within 30 days since it was never initially done properly and because I have never had such horrible customer service on such a potentially serious issue.

Business

Response:

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.

Bad company I made an appointment for my ac and the never showed up at the 4th time they not even call me to cancel it bad service I don't recommend them Bakersfield Ca area

Needed to replace my leaking propane hot water heater. So I contacted [redacted] and they put me in contact with their contractor DELTA MECHANICAL. First they showed up with the wrong hot water heater. Then DELTA said they would order the correct heater and be in contact as to a installation date. I never heard from DELTA again and they would not return my calls. I contacted my local [redacted] they were nice, but stated that [redacted] couldn't recommend anyone else because they had an agreement with DELTA MECHANICAL.

We did find out that Delta had completely dropped the ball. They did not order the correct hot water heater and did not have any intension of contact us for installation. Delta had no intentions of ordering, installing the hot water heater or contacting us they were not going to do the work.

4-15-2014 on my way home when a delta van almost run me into a curb, then followed me to a fast food parking lot and tried to road rage me into a fist fight until a guy stopped him from coming closer to me. I was shaking I was so upset, I called deltas office to inform them what there employee had done, they pooh-poohed me, took my phone # and told me they would call me back, still waiting. I would not hire this company to pick up my dog poop, the man was intent on fighting me and should not be allowed to enter peoples homes. He is an AC tech(office told me), black man in his 40's, 5'11", 175#s, and facial hair. BEWARE!

Being a customer of Delta Mechanical has been frustrating to say the least.

I called in hopes that I would be speaking with “experts” that could help me with my water heater needs. I have to say that it has be the most unprofessional experience since the minute the order was placed.

Not knowing everything about my water heater, I called seeking professional advice. I provided the size and type of water heater along with the model number of the water heater I currently have. After deciding on the best replacement, based on your Delta salesman, I went ahead and placed the order and scheduled a time for installation. I informed the salesman that your installer would be working with my property manager (who I pay on an hourly basis) to gain access to the property. We determined that Monday between 4-6pm would be the optimal time for installation.

On Monday at 6:30pm my property manager calls me to inform me that your installer had JUST arrived, told him that I ordered the wrong tank, and immediately left. I called your customer service and explained the situation and asked if the installer had called to help rectify the situation. He had not. Your customer service agent said she would make this a high priority installation and that I would receive a phone call the next morning from a manager and that my hot water heater would be installed the following evening, Tuesday.

By Tuesday afternoon, I had not heard from Delta so I called back. Once again explaining the entire situation to a new customer service representative. After discussing my options, I had agreed to purchase a different water heater with a vent and they scheduled my installation between 8am-10am Wednesday morning.

At 10am Wednesday morning my property manager (who I pay on an hourly basis) called to tell me that no one has arrived. It was 10:47am when I had just gotten off the phone with yet again another customer service agent because your installer failed to show up on time.

I have worked in the service industry for many years. I understand that there are busy times of the year and I understand that things happen. I am also the type of person that lets things fly. However, when I am spending thousands of dollars with a company that advertises immediate assistance, I expect better service.

Review: There are a few items that I want to report...

• Home Depot quoted a different price than what Delta Mechanical quoted.

• Delta Mechanical initially said they can’t install the garbage disposal which after discussing with Home Depot and a different Delta Mechanical person, they actually said they can.

• The plumber was scheduled from 10am – 12. The plumber did not show up and I didn’t get a phone call.

• I had to call Delta Mechanical to ask for a status which the person I talked to did not know. The person I spoke to said that she will have her manager call me right back to let me know.

• I had to call back again after an hour to ask for a status. The person said their manager will call me back.

• The manager finally called me and initially asked if it is okay to reschedule for the next day after I already had to take time off of work. I said that it wasn’t okay and then the manager was able to schedule the plumber for the afternoon.

• I asked the manager about some sort of compensation such as not paying for the service due to all that I had to go through. The manager said the best she could do was a $25 Home Depot gift card. I said that wasn’t enough so she said she’ll talk to her manager to see what else they can provide and she would let me know by the end of the day. I did not receive a call back.

• I called the next day asking to speak to a manager so I can get an answer on the compensation. The person I spoke to put a note in as urgent so they’d call me back right away. I did not receive a phone call back.

It has been a little over two weeks. I have left several voice mails to the manager and she has not responded back.Desired Settlement: I am expecting at minimum a phone call back to discuss the situation. My desired outcome would be for this company to waive the installation fee.

Business

Response:

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.

Consumer

Response:

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

Business

Response:

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 ManagerPhone[redacted]

Purchased a [redacted] cooler unit from [redacted]. We wrote up an agreement on 5/29/13 with Delta Mechanical (apparently their exclusive contractor) to install on Monday, 6/3/13. They rescheduled for the several days later because of unavailability of crane service. When installation day finally came, it took them most of the day (at least half the day waiting on the crane service to show up because “we were so far away” – 1 mile from [redacted]). We had to reschedule the City inspection because Delta failed to schedule it properly. We have experienced no problems with the unit itself; however, upon inspection by the City it failed because they failed to properly seal where it is attached to the roof. Now, it was two days of waiting from 8am - 4pm for someone to show for this particular reason. As for the failing report, we were led to believe Delta would contact us to reschedule the repairs after receiving this report from the city. No! They hadn't, 2 weeks later! So, we called them and after 30 minutes on hold, I called back again and got to speak to someone. So far they were batting zero in the service department. The repair was to be done July 16th between 12 and 2 pm and they would call when they were on their way. At 2:15pm they still had not showed up or called. We left to take a vehicle in for service. Our life contains more than waiting on them. Then we get a call from our teens that they had arrived at 2:30pm. They asked the kids for our copy of the city's failing form and never returned it. Well, they did fix it. Not only did they take our form, but, they didn’t have permission to bother the children when we didn’t even expect them anymore. Then, we are scheduled for another day of waiting for the re-inspection with the city of Rio Rancho, July 25th during the hours of 8am and 4pm. I called the city at 2pm when I became concerned, to learn this Delta didn’t have enough money to cover all the inspections ordered so ours was not done. After a call to Delta, they tell me they were going to call me. Yes, after the fact because I have all the time in the world to wait on them! Obviously they record keeping needs work. This had been very inconvenient, to say the least! They rescheduled for the following day and finally got it done – it passed! I placed a call to [redacted] to notify them about our concerns. I can't believe [redacted] uses an out-of-town company that is obviously very unreliable! People are busy! People work and take time off of work for these things. As I explained to Delta who said we didn’t need to be home for all this – if we weren’t they will obviously bother our children or put the ladder up on the far end of the house or over the gutters. They have no common sense. There will be a charge for the re-inspections and I think that is on Delta Mechanical's dime and not mine! My biggest problem has been to constantly reschedule each and every time they made an appointment – four times to be exact. And, luckily, our children were okay and some guy didn’t take advantage of them or something! I really think [redacted] should rethink this exclusive contractor!

Thank you!

Review: In March of 2012 Delta Mechanical re-piped the defective Polybutylene with an overhead system. I now have two leak stains in two different rooms that are growing and your [redacted] will not come out to address the problem unless I agree to pay a $99 service fee if the problem was not caused by installation work. There were no stains before the work was done. I called several times and left a message and my call was not returned. Also, I recently was cleaning out a closet and noticed damage in the sealing which look as though a drill that missed it's mark.Desired Settlement: Repair the leaks.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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.