E. Stanley Paving

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.

We had the opportunity to meet with the customer and a [redacted] manufacture representative on site to go over the customers concerns. [redacted] has addressed the concerns and explained that the unit is installed properly and the spine fin coils are well within manufactures specifications. Customer is...

satisfied at this time to our knowledge.Thank you,

Angle stops are always where the water is turned off. Unfortunately, this customer had a bad angle stop. When he went to turn it off, it started to leak, because it was previously broken. He went to the main to turn that off but that was also broken. If there is ever an issue with a main, the city...

owns it. We must notify the homeowner to contact the city as they are the only ones that are able to turn it off. We apologize for the inconvenience.

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.

We have reached out to the homeowner and resolved with a mutual agreement on compensation. We apologize for the inconvenience and for this issue going as unresolved until now.

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.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,
[redacted]

Due to the [redacted] policies and fine print, this customer is not due a refund.

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.

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.

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 now have another issue with the driveway asphalt work - weeds are poking through the pavement in several spots.  If/when we hear back from the contractor, that is another issue that he will need to address.

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

Hello,Several voicemails and e-mails have been unreturned for this customer. This customer had Customer Care with [redacted] involved and our response to them to close the case were as follows: "This is a skilled trade and the price quoted for the venting was at an already extremely discounted...

price for the work that needed to be done. Delta does not charge by the hour, but by the job. We are only able to give basic quotes over the phone for installations, in the end, the technician on site is the one that verifies what needs to be done. All homes have their own unique venting and most homes venting is no longer under current day plumbing code. These are unfortunately issues that we are unable to determine over the phone. We are legally bound to pull permits on every single installation and we will not do an installation if we know that it will not pass code. The customer is given the options and pricing on what needs to be done to pass inspection. Only when the customer agrees, do we proceed with the installation. As the customer said, the job was a very well done job and the installer knew exactly what needed to be done to get it installed up to code.We will be offering the customer a gift certificate to [redacted] for the issues in scheduling and the delay in getting the unit installed.If the customer feels that the price was too high, he is more than welcome to submit a quote from a competitor for a price match. We know the going rate for plumbers in [redacted] and can guarantee our price to be several hundreds of dollars less than any competitor.

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.

SEE ATTACHMENT FOR RESPONSE 09/12/2016

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.

The water heater has a defective part. This is not an installation related issue. The manufacturer, [redacted] covers all of this under their warranty. Any parts that are replaced are sent from [redacted] and installed at no charge. This is a clear and cut warranty issue. We suggest the customer take up her...

efforts and go directly after the manufacturer, [redacted], should she feel she is owed a refund for the unit not working properly.

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.

The photos have since been sent to the customer. There was no disputed amount. We apologized for the delay. We have done many installations for this particular customer and greatly appreciate them as a valued customer.

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.