ComplaintsforAmerican Leak Detections

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date 6/27/23 Invoice #****** Charged me $495 to find me a Pool leak. Prior to them coming out, I specifically told them that I worked with the City and determined the leak was related to the Pool Fill Valve. Two guys came out and after less than 90 mins told that there wasn't a leak with any lines but that pool floatie was set incorrectly. Mind you that never has been an issue 15+ plus years. They also said they "tested every pool and spa line" and found no leak. Should have known something was fishy right then.However, the leak was still happening so the City came out and did a leak inspection and determined that the leak was related to the Pool Fill Valve and the was not related at all to the Pool Floatie. You would think that after proven wrong that a good faith company would come out and do the job properly? Nope, not American Leak Detection of **********, they tried say I gave incorrect information at first and then they said that Pool Fill Valve is not actually apart of the Pool Leak inspection, it is actually part of the Home/Main line inspection and that would a different inspection ($$$) all together. How does that even make sense? Then to top it off they offered a hourly rate of $175 to test the Pool and Spa lines again?

  Business response

  07/25/2023

  Thank you for contacting us regarding ********* complaint to your organization. During this service call, we clearly explained our strategy what we were going to do, and why before getting the customers written consent to proceed. Our Standard Work Authorization form, which the customer signed, is written in plain English, with no misleading small print. This signed agreement is attached for your review. 
  When the customer originally contacted us, he mentioned that he was seeing water loss in the pool. This is different from water loss thats visible in a water meter that ticks up when no faucets are running and no water appliances are in use (dishwasher, laundry, etc.). For water loss in the pool, the best first step is to see what part of the pool (jet pumps, filters, ***********.) may be compromised or damaged, as this is the most likely cause for water loss in the pool. 
  We explained that the pool fill plumbing line (the pipes that fill the pool with water) are part of the houses main plumbing system, and not included in our $495 pool/spa leak test package. Testing a houses main plumbing system is a separate test and would be associated with a separate service fee. Based upon the conversation we have when calling to book the appointment, we work with the customer to determine what test will be best/necessary based upon the information provided.

  We explained our services, and once agreed to, performed them to the letter. Even if the main cause of the leak is not detected, this service provides peace of mind and a useful guide to which parts of the pool are running fine, or are in need of replacement or repair. Weve included the results of this customers test below.
  When the customer mentioned on the second call that he was, in fact, seeing water usage when no appliances or faucets (including the pool) were running, we offered to come back and test the fill line for $195/hour, versus the standard $395 starting price for a full home test. The homeowner, frustrated with this option, yelled at us, used profanity and ceased communication. 
  We remain unaware if the actual leak was in the pool fill plumbing line, or elsewhere in the home, including the main pipe that connects the home to the citys main water system. In aging homes, there may be multiple leaks throughout the systems. 

  As you can see, we followed industry standards for this service call and have an outstanding reputation in this community. We welcome any further discussion with the BBB and/or the customer. 
  

  Thank you. 
  
  
  Exhibit 1:

  Report 6/27/23 -  Pool Spa Combo Test:
  1. I tested the skimmer suction line, finding no leaks.
  2. I tested the spa suction line, finding no leaks.
  3. I tested the jet pump suction line, finding no leaks.
  4. I tested the pool sweep and return lines, finding only a small above ground leak. The sweep line is T'eed off the return line, this leak was not large enough to show any noticeable pressure loss.
  5. I was unable to test the spa jets, due to some of them being waterway jets.
  6. I dome tested the main drain, finding no leaks.
  7. I dye tested the skimmer throat, finding no leaks.
  8. I was unable to accurately dome test the pool light, as it is not correctly mounted in its niche.
  9. I drop tested the auto-fill canister, finding no leaks.
  10. I found the float valve to fill the water level until it is 4.5" from the top of the deck.
  11. The skimmer body has an overfill pipe plumbed into it, which is lower than 4.5" from the deck. When the auto-fill fills the pool, some of this water is running through the overfill pipe into the area drains. Any water which is lost, will then be replaced by the auto-fill. I believe this is the cause of water loss/chemical imbalance.
  12. I recommend having the pool service technician adjust the auto-fill float, so that the water level in the pool is lower/below the overflow outlet.
  13. The float valve appears to be fairly old, I recommend having it replaced.
  

  Exhibit 2:
  Signed **************** Agreement (Attached)

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