D L Jones Plumbing Inc

We have received your letter regarding complaints made me by
[redacted] about the gas heating system in his home. DI Jones plumbing
installed the plumbing system and interior gas lines in the home at [redacted] in [redacted] in 2007. DI James did not install the exterior gas
lines...

running to the propane tank or installed the HVAC system in the home.Our office received a phone call form [redacted] on February
5, 2016 complaining of the smell of gas in his home. [redacted], the installer of the
exterior gas lines and propane tank, was unsuccessful in locating the gas leak
with their equipment. Unfortunately, out gas detector equipment was currently
broken and not in service at the time we received the phone call from [redacted].
Our office informed his of this situation, and suggested that since out
equipment was not in service that he should contact another plumbing company to
expedite his request. No one at DI Jones stated that we do not stand behind our
work. Since the home is more than seven years out of warranty, if DI Jones were
to perform any work on the home it would be under normal service call procedure
and prices just as with any other plumbing company. Our suggestion to have him
contact another plumbing company was in a genuine attempt to have his situation
inspected as quickly as possible, as we were unable to satisfy his urgent need
for assistance on his gas lines.We routinely provided a 1- year warranty on all parts and
labor related to any original work done. Pursuant to this warranty, we
responded to complaints of a gas leak in 2008 and completed all service calls
requested for gas issues within 24-hours. All county inspections performed
during construction revealed no gas issues and none of the gas problems in 2008
were deemed to be the fault of DI Jones plumbing, however out of due diligence
we took care of customers problem. DL Jones Plumbing has heard no complaints or
any correspondence regarding gas problems from the [redacted] family since 2008,
thus the assumption in that there were no further gas problems.And finally DL Jones Plumbing takes great pride in the fact
we provide the best workmanship and service to our customer. It is our hope
that [redacted] has since found the source of the smell of gas in his home and has
been able to have his concerns remedied.Sincerely,[redacted]

Revdex.com:
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Thank you very much for your response regarding complaint
[redacted].We are writing to provide additional details regarding this complaint
as the response provided by DL Jones Plumbing Inc. was unresponsive and
contained several factual inaccuracies and we can thus only assume that we did
not communicate our original complaint effectively. Therefore, we felt it prudent
to restate out complaint in a manner that will provide DL Jones the opportunity
to respond appropriately- such that this issues can be settled amicably and
directly between parties.For context (with substantiated statements):1. DL Jones Plumbing Inc. did install our interior gas lines
on our home at [redacted] in [redacted] in 2007.2.Through inadequate sourcing and poor quality control,
however, the gas lines installed were, as documented in the case file, “”riddled
with pinholes leaks throughout”. This faulty material was detected neither prior
to installation nor after by DL Jones. Consequently, our family moved into the
home in November 2007 and immediately detected the faint smell of gas odorant. At
that time, we were informed by our builder [redacted] that the smell was “normal”
for a new build. This smell was no concentrated in any one location and was
faint in degree. Due to the nature of the pinhole-sized leaks throughout the
piping, the gas was evidently leaching out of the pipes in small amounts
throughout the 7500 square foot home and dispersing throughout the building.3. Approximately three (3) to four (4) weeks after moving
in, we were told that 1500 gallons of propane has been dispensed from the
in-ground tank- well in excess of what would normally have been expected to be
used. Upon further evaluation at that time, the leaking pipes were detected.4. D L Jones asserted that they were replacing “all of the piping
in the home” free of charge and in compliance with all applicable laws,
regulations and standards of practice.5.  We relied upon
their assertion.6. DL Jones and the builder, through whatever undisclosed
agreement they reached, also provided full compensation to us for the gas that
had leaked form the tank during this period.7. Over the course of the next 8 years, we continued to
detect a faint odorant smell in one location in the home. During this period,
we had numerous pressure and gas detector checks performed by [redacted],
[redacted], [redacted] and others. These checks have all been documented and
at each visit, although the smell as confirmed on an olfactory basis,
mechanical tests revealed no detectable leaks. During this period, we installed
a CO2 monitor in the affected area but have since learned that the monitor
would not be useful in this scenario.8. On February 5, 2016, the “usual” faint smell became
stronger and we reached out to DL Jones, discussed the history of the
situation, requested that they come and evaluate and received an agreement from
the agent to visit us the next morning for a service check.9. On February 6, when an agent from DL Jones failed to
show, we called and were told that the situations “was not their problem”.10. Because the circumstances were exigent, we reached out
to [redacted], as recommended by [redacted] who immediately came to
help.11. Because [redacted] had not installed the
system, they were “working in the blind”. However, work they did, spending the
entire day at our home, from morning to night, testing for leaking and cutting
holes on sheetrock. [redacted] eventually discovered that:a. instead of replacing the faulty lines, DL Jones had, presumably
in order to save money, simply run new lines in different questionable
locations that those locations in the original plans. (we did contact [redacted]
at this point who informed us that DL Jones HADNOT filed for a new permit for
the rerouting of pipes in 2007, nor had they provided additional plans for the
new location of those pipes)b. DL Jones had, notwithstanding their assertion that all
pipes had been replaced, failed to replace at least one run of pipe leading
from the garage, through the first floor to the outside BBQ.c. in violation of various sections of VA Code, DL Jones
had, presumably in order to save money, couple this garage piping BENEATH
closed sheetrock and out of sigh on the garage ceiling.d. the original run of defective pipes was leaching gas into
the space above the garage ceiling from pinholes near and from the coupling;
and this gas was migrating to the adjacent space beneath the main family room
floor (the area where the odorant smell had been detected over the prior 8
years).e. unrelatedlym DL Jones had violated various sections of VA
Code in the manner in which they had externally run the piping from the home to
the outside BBQ.12. Consequently, because the pipe was faulty (to preserve
evidence) and because the external routing was non-compliant, a decision was
made to terminate the effected run of pipe- thus rendering the BBQ inoperable
until the run could be re-piped according to code.13. we have been in contact to no avail directly with [redacted]
[redacted], the builder, who takes no responsibility for the actions/ inactions of
his selected subcontractor, and DL Jones Inc, who has refused our invitation to
evaluate the property, meet and discuss.As a result of this situation:1. We have paid [redacted] approximately $800 for
services rendered (those services were rendered in a professional, helpful and
appropriate manner),2. we will be forced to bear the avoidable cost fo sheetrock
and paint repair associated with the plumbing work,3. we now have no operable BBQ (as paid for in the initial
building costs)4. we remain reasonable concerned (based upon what has been
unearthed in this recent experienced) that additional code violations may exist
in the gas plumbing of our home,5. we have been paying for leaking gad for the last eight
years, AND6. we have been exposed to inordinate health, life and home
risk during this period.Had DL Jones stood behind their work and evaluated the
situation in a fair, concerned and amicable manner on February 6th,
showing even a scintilla of concern for this family of six (6) they had
originally underserved and placed in jeopardy, sheetrock repair and plumbing
costs would not have been necessary since they were the original installing
entity.Had DL Jones filed new plans with the County for the re-run
piping, sheetrock repair may not have been necessary since plants could have
been followed.Had DL Jones not concealed coupled piped BENEATH closed
sheetrock, the leaks would have been detected years ago, we would not have paid
for leaking gas, we would not have been exposed to rick of death during this
period AND sheetrock repair would not have been necessary.As you can see, this scenario was preventable and avoidable
from the start through the provision of quality plumbing services. Furthermore,
the damage could have been mediated through mere customer service. At this
time, we seek only compensation for plumbing costs incurring to date (appr.
$800), assurance in writing from DL Jones after thorough evaluation that the
balance of gas piping throughout the house is complaint and safe (for peace of
mind and resale purposes), and a functional and complaint with Code BBQ system
(as originally paid for).We look forward in good faith to your assistance in either:1. resolving this situation, or2. confirming ina timely manner that no additional chance
for resolution exists directly between parties.
See attached

Review: DL Jones installed our heating and gas (propane) system during the build of our home. Initially, the system wwas found to have multiple leaks requiring DL Jones to refit a number of the gas lines.

Yesterday, we called [redacted] to complain about the smell of gas in the home. [redacted] responded quickly but could not locate the leak. Consequently, they shut down the system, leaving the family w/out heat, hot water, or the ability to cook. [redacted] suggested we contact the install vendor.

I immediately contacted DL Jones who stated they would be out in the morning (Friday (2/5/2016) today. Subsequently, Mr. [redacted] told [redacted] (his employee) that they would not come out, that they do not stand behind their work and that we should contact someone else...As I tried to plead the situation, my entreaties fell on deaf ears. Can you help. Thank you. We have four children ages 18, 16, 12 & 11.Desired Settlement: Fix the leak of propane gas into the home.

Business

Response:

We have received your letter regarding complaints made me by

[redacted] about the gas heating system in his home. DI Jones plumbing

installed the plumbing system and interior gas lines in the home at [redacted] in [redacted] in 2007. DI James did not install the exterior gas

lines running to the propane tank or installed the HVAC system in the home.Our office received a phone call form [redacted] on February

5, 2016 complaining of the smell of gas in his home. [redacted], the installer of the

exterior gas lines and propane tank, was unsuccessful in locating the gas leak

with their equipment. Unfortunately, out gas detector equipment was currently

broken and not in service at the time we received the phone call from [redacted].

Our office informed his of this situation, and suggested that since out

equipment was not in service that he should contact another plumbing company to

expedite his request. No one at DI Jones stated that we do not stand behind our

work. Since the home is more than seven years out of warranty, if DI Jones were

to perform any work on the home it would be under normal service call procedure

and prices just as with any other plumbing company. Our suggestion to have him

contact another plumbing company was in a genuine attempt to have his situation

inspected as quickly as possible, as we were unable to satisfy his urgent need

for assistance on his gas lines.We routinely provided a 1- year warranty on all parts and

labor related to any original work done. Pursuant to this warranty, we

responded to complaints of a gas leak in 2008 and completed all service calls

requested for gas issues within 24-hours. All county inspections performed

during construction revealed no gas issues and none of the gas problems in 2008

were deemed to be the fault of DI Jones plumbing, however out of due diligence

we took care of customers problem. DL Jones Plumbing has heard no complaints or

any correspondence regarding gas problems from the [redacted] family since 2008,

thus the assumption in that there were no further gas problems.And finally DL Jones Plumbing takes great pride in the fact

we provide the best workmanship and service to our customer. It is our hope

that [redacted] has since found the source of the smell of gas in his home and has

been able to have his concerns remedied.Sincerely,[redacted]

Consumer

Response:

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.

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

Regards,

Thank you very much for your response regarding complaint

[redacted].We are writing to provide additional details regarding this complaint

as the response provided by DL Jones Plumbing Inc. was unresponsive and

contained several factual inaccuracies and we can thus only assume that we did

not communicate our original complaint effectively. Therefore, we felt it prudent

to restate out complaint in a manner that will provide DL Jones the opportunity

to respond appropriately- such that this issues can be settled amicably and

directly between parties.For context (with substantiated statements):1. DL Jones Plumbing Inc. did install our interior gas lines

on our home at [redacted] in [redacted] in 2007.2.Through inadequate sourcing and poor quality control,

however, the gas lines installed were, as documented in the case file, “”riddled

with pinholes leaks throughout”. This faulty material was detected neither prior

to installation nor after by DL Jones. Consequently, our family moved into the

home in November 2007 and immediately detected the faint smell of gas odorant. At

that time, we were informed by our builder [redacted] that the smell was “normal”

for a new build. This smell was no concentrated in any one location and was

faint in degree. Due to the nature of the pinhole-sized leaks throughout the

piping, the gas was evidently leaching out of the pipes in small amounts

throughout the 7500 square foot home and dispersing throughout the building.3. Approximately three (3) to four (4) weeks after moving

in, we were told that 1500 gallons of propane has been dispensed from the

in-ground tank- well in excess of what would normally have been expected to be

used. Upon further evaluation at that time, the leaking pipes were detected.4. D L Jones asserted that they were replacing “all of the piping

in the home” free of charge and in compliance with all applicable laws,

regulations and standards of practice.5. We relied upon

their assertion.6. DL Jones and the builder, through whatever undisclosed

agreement they reached, also provided full compensation to us for the gas that

had leaked form the tank during this period.7. Over the course of the next 8 years, we continued to

detect a faint odorant smell in one location in the home. During this period,

we had numerous pressure and gas detector checks performed by [redacted],

[redacted] and others. These checks have all been documented and

at each visit, although the smell as confirmed on an olfactory basis,

mechanical tests revealed no detectable leaks. During this period, we installed

a CO2 monitor in the affected area but have since learned that the monitor

would not be useful in this scenario.8. On February 5, 2016, the “usual” faint smell became

stronger and we reached out to DL Jones, discussed the history of the

situation, requested that they come and evaluate and received an agreement from

the agent to visit us the next morning for a service check.9. On February 6, when an agent from DL Jones failed to

show, we called and were told that the situations “was not their problem”.10. Because the circumstances were exigent, we reached out

to [redacted], as recommended by [redacted] who immediately came to

help.11. Because [redacted] had not installed the

system, they were “working in the blind”. However, work they did, spending the

entire day at our home, from morning to night, testing for leaking and cutting

holes on sheetrock. [redacted] eventually discovered that:a. instead of replacing the faulty lines, DL Jones had, presumably

in order to save money, simply run new lines in different questionable

locations that those locations in the original plans. (we did contact [redacted]

at this point who informed us that DL Jones HADNOT filed for a new permit for

the rerouting of pipes in 2007, nor had they provided additional plans for the

new location of those pipes)b. DL Jones had, notwithstanding their assertion that all

pipes had been replaced, failed to replace at least one run of pipe leading

from the garage, through the first floor to the outside BBQ.c. in violation of various sections of VA Code, DL Jones

had, presumably in order to save money, couple this garage piping BENEATH

closed sheetrock and out of sigh on the garage ceiling.d. the original run of defective pipes was leaching gas into

the space above the garage ceiling from pinholes near and from the coupling;

and this gas was migrating to the adjacent space beneath the main family room

floor (the area where the odorant smell had been detected over the prior 8

years).e. unrelatedlym DL Jones had violated various sections of VA

Code in the manner in which they had externally run the piping from the home to

the outside BBQ.12. Consequently, because the pipe was faulty (to preserve

evidence) and because the external routing was non-compliant, a decision was

made to terminate the effected run of pipe- thus rendering the BBQ inoperable

until the run could be re-piped according to code.13. we have been in contact to no avail directly with [redacted], the builder, who takes no responsibility for the actions/ inactions of

his selected subcontractor, and DL Jones Inc, who has refused our invitation to

evaluate the property, meet and discuss.As a result of this situation:1. We have paid [redacted] approximately $800 for

services rendered (those services were rendered in a professional, helpful and

appropriate manner),2. we will be forced to bear the avoidable cost fo sheetrock

and paint repair associated with the plumbing work,3. we now have no operable BBQ (as paid for in the initial

building costs)4. we remain reasonable concerned (based upon what has been

unearthed in this recent experienced) that additional code violations may exist

in the gas plumbing of our home,5. we have been paying for leaking gad for the last eight

years, AND6. we have been exposed to inordinate health, life and home

risk during this period.Had DL Jones stood behind their work and evaluated the

situation in a fair, concerned and amicable manner on February 6th,

showing even a scintilla of concern for this family of six (6) they had

originally underserved and placed in jeopardy, sheetrock repair and plumbing

costs would not have been necessary since they were the original installing

entity.Had DL Jones filed new plans with the County for the re-run

piping, sheetrock repair may not have been necessary since plants could have

been followed.Had DL Jones not concealed coupled piped BENEATH closed

sheetrock, the leaks would have been detected years ago, we would not have paid

for leaking gas, we would not have been exposed to rick of death during this

period AND sheetrock repair would not have been necessary.As you can see, this scenario was preventable and avoidable

from the start through the provision of quality plumbing services. Furthermore,

the damage could have been mediated through mere customer service. At this

time, we seek only compensation for plumbing costs incurring to date (appr.

$800), assurance in writing from DL Jones after thorough evaluation that the

balance of gas piping throughout the house is complaint and safe (for peace of

mind and resale purposes), and a functional and complaint with Code BBQ system

(as originally paid for).We look forward in good faith to your assistance in either:1. resolving this situation, or2. confirming ina timely manner that no additional chance

for resolution exists directly between parties.

See attached