Delta Mechanical

I ordered a new water heater and installation through Delta because I noticed water under my old water heater and assumed, as a homeowner, that the heater needed to be replaced. I relied on your recommended installer and on the paperwork that states the project (labor, product, and installation) is backed by Home Depot.

Delta came out and replaced the water heater. Their own scope of work states that they will inspect the location, install the expansion device, and fill and test the unit. There was visible water staining and damage on the wall behind the heater area. Instead of identifying a possible wall issue, the technician simply replaced the heater, mounted an expansion tank on that wall, and left without testing any hot water fixtures in the house or walking me through the installation.

The very next day, I again had water leaking out from underneath the new heater with the same symptoms as before. I contacted Delta repeatedly by phone, text, and email, and also spoke with Home Depot representatives who tried to reach them as well. I sent multiple texts asking very basic questions like what I should do, whether I needed to shut off a valve, etc., and nobody from Delta ever contacted me to walk me through any steps or even check on the situation. After I called enough times, I was finally told that a technician would be scheduled to come between 4–6 p.m. that day. No technician ever called me, no one showed up for that appointment, and by early evening I was told that management at Delta was already gone for the weekend while I still had an active leak and a wet wall.

Because I had ongoing leakage and visible wall damage, I felt I could not safely leave it that way over the weekend and hired a second licensed plumber at my own expense. He immediately noticed how wet the wall was, and when he moved the heater, the expansion tank that Delta had mounted on that wall fell out because the wall was so saturated. He opened the wall and found a leaking pipe inside. Once he repaired the wall piping and reset the heater, the leak stopped.

Since then, I have been trying to resolve this directly with Delta. They have:

First offered a Home Depot gift card,

Then a small partial reimbursement,

And after I filed a Better Business Bureau complaint, increased their offer to $500.

At the same time, they are refusing to accept responsibility for not inspecting the surroundings as described in their own paperwork, for mounting an expansion tank on a soaked wall, for leaving without testing the system, and for the fact that no one ever proactively guided me or showed up when the new install was leaking the very next day. Their latest position is that this was simply a pre-existing wall leak that is not their responsibility and that all they were supposed to do was replace the heater itself.

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 wrongWe failed inspection but unfortunately the city of [redacted] does not inform us that we fail they only inform the customerSo we are not aware until the customer calls in, we were out on 8/doing the final repairs for the customer and everything should be fixed

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

Delta Mechanical apologizes for thisRefund is being made todayWe were under the impression that the job was done when in fact it was not

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]

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 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 weatherAlthough we can not predict when these sounds will occur we did record it and played it for the employees at our house more than onceThey have never made any attempt to figure this at except to say that "our house is old and things happen"Our house is 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/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 MechanicalI called Delta several times between May 28th and August to try to confirm that our inspection paperwork had been receivedNo 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 didThey never refunded or credited our bill the $that I paid for their trip to my house for the estimate although they tell you that will be credited once the install takes placeI 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 againI would like a call from a manager or owner with an explanation regarding the poor customer serviceThe only time they have responded to any of my attempts was after I filed a complaint with Revdex.comI 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 believed that we did respond back for the Ms [redacted] rebuttal and did not realize it was not received and closed without replyI worked with Ms [redacted] in regards to her concerns and to our knowledge Ms [redacted] was satisfied with the resultsWe had completed the project and all inspections have passedIn 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 issueMs [redacted] mother had tripped and fallen when we arrived on one of the occasions for installationPlease let me know if you have any questions

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