Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/07/2022

  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.

  Worst customer service I've encountered in years. They charged us $300 to come and do a leak detection and repair and essentially left without fixing anything and already confirming what we told them - the leak is behind the pool-light and we had already puttied it once before. During the booking process it was explained we lost screens and were unable to keep the chlorine levels in the pool up due to the leak while also skimming debris out all the time (we have trees surrounding our pool cage and no screens from Hurricane ***). So, the technician arrived and stated he wouldn't work in the pool due to leaves and some Mustard Algae being on the bottom. He performs a sound test and determines it's behind the light (we told them this!) but refuses to get in the pool due to a potential ear infection. Then we call them back out after having a professional company come and clean the pool. Before the technician has even started the repair the Leak Wizard front office is calling trying to collect $75 for a service call to actually fix the leak they said they would. The woman I spoke with said they were calling to confirm payment I said I'm not sure but you should still have my wife's card has the work been done? "No he just arrived" Ok well please call me back after it's been done for payment, I'm at work. Then an hour later we have a charge - on the wrong card and an invoice billed to us. No courtesy call stating the service was completed from the tech or the office, nothing. We have no idea if they even successfully repaired the patch, so when I called the office to complain, and I was extremely frustrated just for reference, the front office girl ******* or ****** I don't which one's name decided to hang up on me because I was upset that we were charged with absolutely no update on our pool! We want a refund for at least the service call since they didn't repair it the first time and another pool cleaning service had offered to repair it even while mildly dirty.

  Business Response

  Date: 11/08/2022

  Our apologies if you feel you received less than excellent customer services, as we strive daily for 100%customer satisfaction. When booking EVERY appointment, we explain in great detail, the requirements to perform a complete leak detection. We understand a few leaves in the pool, and that would not prevent a leak detection, however your pool was turning green, had no free chlorine in the pool, and the bottom had a layer of leaves and debris (which stirs up upon entry of the pool, and inhibits the technicians vision), with no apparent attempt to remove them prior to our visit. Due to insurance requirements and health risks to the technicians, are technicians are not permitted to enter a pool that is not sanitized. Unfortunately when the technician checked, you had zero free chlorine in the pool. Had we known of the condition of the pool prior to your appointment day, we would have happily rescheduled you, as it would have been much better to come the first time, AFTER you had a professional clean your pool.We did check everything we could, given the current condition of your pool and equipment area, and did suspect a leak in the light. Upon completion, there was much confusion regarding your payment, as the credit card you provided when the appointment was scheduled, was not the card you wanted us to use upon completion of the initial leak detection. Per your direction, we called your wife for payment. Unfortunately, her payment method wasn't available at the time, and it wasn't until close of business we were able to obtain payment. We FULLY explained to her the situation regarding the conditions of the pool and the reason a return trip fee would be applied (which was reduced as a courtesy). There was a clear understanding of this, and no objections. Ten days later, your wife called back and said the pool was now ready for us. Again, we explained the reduced trip charge of $75, and there were no objections. On the day of the return trip, we called you to confirm credit card payment upon COMPLETION of the return trip. You stated we had the card on file to use, thus aware there was going to be a charge and authorizing the use of the card previously provided by you, you made no objection at that time. Upon completion of the visit (this can be verified with GPS and time stamped software), we did run the card we had on file to pay for the trip charge and emailed you a copy of the paid invoice, with the description of what the technician did. If in fact, the confusion with 2 different credit card options, resulted in charging the wrong one, we certainly do apologize.

  You were informed on several occasions of the return charge, and there was never any objection from you. You could have cancelled your appointment at anytime without any cost, had you chosen to go with someone else, even up to the time we called you upon the technicians arrival, but you didn't, so we are a bit confused as to why now that we have completed the work, you are requesting a refund. We do apologize if you felt you were hung up on by someone in our office, and it WILL be addressed! Per your insistence that an owner call you or you were going to post negative comments on social media, the owner did in fact reach out to you that evening and left you a voicemail.

  It is always upsetting to hear one of our valued customers is unsatisfied, but we do appreciate your feedback, and will continue to strive for 100% customer satisfaction. Have a blessed day.

• Initial Complaint

  Date:04/27/2022

  Type:Billing 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 hired Leak Wizard Corporation to fix a leak in my spa. They first sent someone and charged me $275 and did a little patch, but didn't fix the leak problem. I called them the leak was not fixed. They then sent another technician. They said it needed $1875 to fix. I paid $1875 again. But they still didn't fix it. The spa still leaks, same as before. They said they can not do it further and asked me to find another company to fix it. But they will not refund me. It charged me $2150 in total without fixing the leak in my spa. The whole experience was awful. They are dishonest. I request to refund my $2150. Or they should finish their job to fix the leak.

  Business Response

  Date: 05/20/2022

  Business Response /* (1000, 5, 2022/04/29) */ The information you have provided is TOTALLY incorrect. On 11/8/2021, you contacted our office requesting a leak detection. You were advised at that time the pool & spa would need to be filled to the proper level in order to complete a full leak detection. Upon our arrival on 11/11/2021, both pool and spa were way below the required level. There was no hose onsite and no apparent attempt by you to have the pool at the proper water level, and we had no way of adding water. We did everything we could given the circumstances, and you were advised if a return trip was required due to improper water level, a $75 service call would apply. You then paid $295 for the leak detection. On 12/2/21 you called and stated the pool was dropping, we returned on 12/13/21, and re-applied epoxy to a previous patch, and as a courtesy, waived your service call fee. On 1/21/22 you called and said your new tenants had used the pool & spa, and the next day the water level was down. I spoke to the resident on your behalf, who explained she wasn't sure how to use the equipment, and couldn't get things running right, so the next day she had a pool guy come by who advised her the equipment was a mess and to shut off the pool. We have no idea what exactly occurred during this time. However, upon your request, we returned again to the residence, but this time to assist you with the equipment, and AGAIN we waived the fee. We found several issues with the equipment, provided some free minor maintenance, and advised you of new needed repair at the equipment and a discovered a broken line to the spa. We quoted $1875 for the repair to the line if we had to chisel out the return fittings to complete the repair, with a $300 deduct if we did not have to chisel them out. The $1875 also included a repair at the equipment. The repair was scheduled for 2/8/22, and two technicians arrived, and the repair was completed. Upon verifying our repair was performed correctly (which it was) it was discovered there was another broken line. We called to inform you the repair was successfully completed, however now that the repair was made, we were able to determine with our listening devices there was another broken line. We explained to you at that time, leaks are located by sound equipment, the loudest leak is always heard first and until silenced you cannot hear any other leaks. You were provided a discounted quote for the second repair, and we offered to do the repair at the equipment for free, in an effort to help. However, you insisted we do the second broken line repair for FREE, or you were contacting an attorney. We explained we could not do a repair of this magnitude for free. You called us back later that day and said you had spoken to an attorney, and he was going to send us a letter and if we didn't comply with the free repair, you were going to sue us and make us "famous" with negative social media reviews. Once there is a threat to go legal, we have been advised to discontinue any further work. We offered to pay you back the $295, so you could move forward with another company and not be out the cost of the leak detection, however you declined our offer and instead kept insisting we do the repair for you. Unfortunately, that was no longer an option. Please note we only charged you $1500 for the repair and $295 for the leak detection, for a total of $1,795. NOT the $2150 you are claiming and now requesting a refund for. We did in FACT fix the leak we were contracted to repair. We apologize that you are unsatisfied, however we feel we went above and beyond good customer service to assist you time and time again. We wish you all the best.