Diamond Mechanical Services LLC

[redacted] : I have reviewed the offer and/or 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 In paragraph one, the company states "As a favor to the home warranty company...." This comment was repeated to me on several occasions during their visits and insinuated I was to be grateful for their service In paragraph two where it is stated the cause of the leak was located and it was coming from the building's common drain While the Service Manager and his assistance were working on the unit, I left and ran some errands Upon my return, I noticed a man in my hallway closet working; the man was a maintenance worker at my complex and had been sent to my condo, unbeknownst by me, to check to see if the common drain was blocked The next day, the complex manager informed me their was no blockage from the common drain.Paragraph Three: Albeit I was not involved in the measuring of the old HVAC unit, procurement of the new one, a prudent individual should have double checked the equipment prior to acceptance and travel to the job site I am not responsible for the company's poor time management regarding running out of time to complete the installation My complex has very strict rules concerning hours of repair or work by contractors.Paragraph Four: The drain piping was horrific and unlike that of the old unit I did tell the Service Manager the piping prevented removal of the hot water tank which was scheduled the next week At no point in time was I informed the only alternative was to block the successful removal and installation of air filters Additionally, I neither gave verbal or written permission to block the air filter.Paragraph Five: I did contact the company several times regarding my inability to remove and replace the air filter At first, I was advised to end and twist it but I remarked that was unacceptableNext the fabricated story that I advised this would happen and I approved it emerged The Service Manager was adamant he wouldn't return to correct the problem unless he was being paid and reminded me again, he was doing me and the home warranty company a favor and was losing money.Paragraph six: I have never mad any and misleading statement to the home warranty company, the [redacted] , or any other entity The Service Manager mad it very clear during our numerous dealings it's all about money, therefore, I strongly believe the system was sabotaged I find it hard to comprehend a licensed technician couldn't engineer the piping to satisfy both requirements.Paragraph Seven: Improper installation of a new HVAC system is not misrepresentation and any damages stemming from this complaint is of your own accord I've tried numerous times to resolve this matter in good faith yet the company continues to insist they be paid additional monies because they're doing me a favor.Your attention to this matter is greatly appreciated Regards, *** ***

We were contacted by [redacted] to service Mr [redacted] air conditioning equipment. As a favor to the home warranty company, because his residence is two hours out of our service area and they couldn't find another contractor to service him, we scheduled the service call for June 8,...

2017. Upon arrival, we diagnosed that the condenser motor in the heat pump was not operating and that ,subsequently, the compressor valves were damaged.  We then contacted the home warranty company and gave them our findings.  Their research department then contacted us to inform us that they would be replacing his entire system and that he would be responsible for $[redacted] in non-covered fees plus the $[redacted] deductible. Mr [redacted] agreed to the fees and [redacted] gave us authorization to replace the system.We returned on June 19, 2017 to replace his entire heat pump system. We found the cause of his water leak that had caused his wood floor to warp. The leak was coming from the building's common drain that serviced his air handler and the hot water heater's emergency drain pan in the utility closet.  The piping for the drain pan was broken at the base of the common drain and floor.  Mr [redacted] contacted the building manager and maintenance technician who then attempted to clear any blockages in the main drain and the technician then capped the piping for the drain pan. The manager recommended that Mr [redacted] have his water heater elevated so that water from the common drain wouldn't fill his emergency drain pan.The air handler supplied by the home warranty company was slightly too tall for a proper installation.After having purchased a new and shorter air handler, at our cost, we returned on June 22, 2017 to complete the installation of the air handler. With only another hour or so to complete the installation, Mr [redacted] informed us that we would have to return because of the building's regulation about service work being performed after 5 pm.We then returned on June 28, 2017 to complete the installation. The condensate drain piping for the air handler was routed for air filter clearance and was approximately 2" above the hot water heater.  Mr [redacted] insisted that the plumber wouldn't have enough clearance to elevate the water heater. We informed Mr [redacted] that re-routing the drain piping would obstruct clearance for the air filter. Again, Mr [redacted] insisted that we re-route the drain piping, which we did. We tested the system for proper operation and were paid by Mr [redacted].Approximately a month later, Mr [redacted] contacted us to inform us that he couldn't properly change his air filter.  We then reminded him that we had told him previously that he would have an issue.  He insisted that he wasn't told that.  We informed him that we would contact the home warranty company to notify them.  The home warranty company refused to pay us to return to re-route his condensate piping.  The home warranty company contacted Mr [redacted] to inform him.  After several calls between us, the home warranty company and Mr [redacted], the case manager informed Mr [redacted] that they wouldn't pay us to return and re-route the piping.  Mr [redacted] has previously made false and misleading statements to the home warranty company about our company. At one time, he told them that we informed him that the installation is "just the way it is and he'll have to deal with it."  Another time, he told them that we couldn't return because we hadn't been paid by the home warranty yet for the installation that was already completed.  Now he has stated the we "sabotaged" the installation so that we could get additional revenue from him.  The cost for the trip charge, labor/parts would have been $[redacted].  This is hardly cost effective for 4 hours worth of driving!  We made no such statements to Mr [redacted] at any time.  The home warranty company records and documents all phone calls!Unfortunately, we may be forced to hire legal counsel to address any damages stemming from the misrepresentation of our company to you, the [redacted], and [redacted].We thank you for your attention to this matter.[redacted], Owner/Service Mgr.Diamond Mechanical Services, LLC[redacted] Rd[redacted], VA [redacted] cell[redacted].[redacted].[redacted] office

[redacted]:
I have reviewed the offer and/or 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.
In paragraph one, the company states "As a favor to the home warranty company....".  This comment was repeated to me on several occasions during their visits and insinuated I was to be grateful for their service.  In paragraph two where it is stated the cause of the leak was located and it was coming from the building's common drain.  While the Service Manager and his assistance were working on the unit, I left and ran some errands.  Upon my return, I noticed a man in my hallway closet working; the man was a maintenance worker at my complex and had been sent to my condo, unbeknownst by me, to check to see if the common drain was blocked.  The next day, the complex manager informed me their was no blockage from the common drain.Paragraph Three:  Albeit I was not involved in the measuring of the old HVAC unit, procurement of the new one, a prudent individual should have double checked the equipment prior to acceptance and travel to the job site.  I am not responsible for the company's poor time management regarding running out of time to complete the installation.  My complex has very strict rules concerning hours of repair or work by contractors.Paragraph Four:  The drain piping was horrific and unlike that of the old unit.  I did tell the Service Manager the piping prevented removal of the hot water tank which was scheduled the next week.  At no point in time was I informed the only alternative was to block the successful removal and installation of air filters.  Additionally, I neither gave verbal or written permission to block the air filter.Paragraph Five:  I did contact the company several times regarding my inability to remove and replace the air filter.  At first, I was advised to end and twist it but I remarked that was unacceptable. Next the fabricated story that I advised this would happen and I approved it emerged.  The Service Manager was adamant he wouldn't return to correct the problem unless he was being paid and reminded me again, he was doing me and the home warranty company a favor and was losing money.Paragraph six:  I have never mad any false and misleading statement to the home warranty company, the [redacted], or any other entity.  The Service Manager mad it very clear during our numerous dealings it's all about money, therefore, I strongly believe the system was sabotaged.  I find it hard to comprehend a licensed technician couldn't engineer the piping to satisfy both requirements.Paragraph Seven:  Improper installation of a new HVAC system is not misrepresentation and any damages stemming from this complaint is of your own accord.  I've tried numerous times to resolve this matter in good faith yet the company continues to insist they be paid additional monies because they're doing me a favor.Your attention to this matter is greatly appreciated
Regards,
[redacted]