Complaints

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• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the above company provide service on other occasions. I inquired about about a back up sump pump. I was directed by their employee to purchase ******* power pac 98. DeLuuca installed sump pump( March 28th, approx) and and back up system. They returned within 24 hrs, as pump running constantly, did fixed issue. About 4 months later pump alarm sounded, pump not pumping. I called *******, and described problem, they said there should be no ck. valve in system, I contacted DeLuuca, they evaluated said pump. They told me that the ck valve, was causing the problem and burned the pump up. Then I told the service guy, ******* installed it. Then the service guy, said that ******* will say that Ck. Valve burned out the pump, and not to tell them it was installed. He took pics, and asked that I send them to ******* for warranty. Then same service man from *******, said it was burned up from drain outlet being clogged. Service man also said I need a new discharge pipe, and they should dig up pipe, and replace. House has been in place for 20+ years, and no issue, if drain was clogged,( drain cleaned, NO Clog) then basement would of flooded. They said they have a replacement pump, and will reinstall, and get warranty. They installed a temp pump, and said send pics to *******, we did, and *** said that he saw the Ck, valve on pump. They charged me close to $500 dollars for service call, and changing out defected pump, that manufacture said was installed incorrectly by them. We calledDeLuuca multiple times, with no return phone calls. It took close to 6 weeks to get the correct pump. I had called after to talk to *****, and requested a refund. I feel that they installed pump incorrectly,and caused pump failure. ******* tried to make me lie to company, about Ck. valve. He later said he would take care of it, after discussing with my wife. Weeks have passed. I tried to talk with him today, and he would not take my call.

  

  Business Response

  Date: 08/30/2024

  On July 11th, 2023 we install a customer supplied ********* combination primary/backup sump system into an existing sump crock.

  On August 15th, 2023 we returned due to the sump running more than usual. We concluded with the customer to raise the pump roughly 5" to allow the water table to rise higher to keep the pump from running as often. This seemed to immediately resolve the issue. There was no charge for the August 15th visit.

  On March 27th, 2024 we responded to a call regarding the pump system not working. Roots were found in the discharge line, and it was evident that the pump had exhausted itself due to the water not being able to go anywhere. We were able to manually pull roots out of the line and suggested the customer call drain cleaning professionals to thoroughly clean the line. We then removed the faulty ProPack98 and immediately installed a temporary stand-alone sump pump and bypassed the discharge line to prevent any flooding.

  Also, this bought time to be able to address getting a new pump under warranty. The check valve that was originally installed was technically redundant as the ProPack98 comes with an integral check valve. 

  Initially, ******* technical support's opinion was that this reduntant check valve being installed voided the warranty. In the days after this visit, we were able to confirm with ******* that the 2nd check valve was not the cause of failure, and they agreed to cover the pump under warranty.

  On May 3rd, 2024 we returned and installed the warrantied pump and restored the discharge piping to how it was originally at no cost. Labor for the March 27th visit and temporary pump was billed. After discussing charges and attempts to settle with the disgruntled customer, we offered a 50% refund on the March 27th visit.

  The customer stated that the only acceptable action is a 100% refund, however we feel that there is still value in our services.