ComplaintsforAmerican Leak Detection

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April 2022, American Leak Detection (St. Louis area) came to our house and performed a leak detection to identify a possible leak in our inground swimming pool. A leak was detected but the area was not marked. The man who did the detection showed us where the leak was but again, did not mark it. The man who did the leak detection told us he could not do the repair to the pool due to short staffing, etc. He did state he could repair the leak at the end of the season (October 2022). We stated we did not want to wait that long and we would investigate other pool repair companies. We paid American Leak Detection $395.00 for their service. Then on 29 April 2022, American Leak Detection sent us a contract for the leak repair on the pool. It stated the work would be done in October 2022. We did not sign the document. We then called several pool repair companies and they requested a report of the leak detection performed on the pool. They wanted to see the report to determine exactly where the leak was detected, etc. We called the man who did the leak detection and we called American Leak Detection (home office in Jenks, Oklahoma) several times requesting the leak report. Several times we were told it was sent to us. We have never received this report. We have contracted a pool repair service and they will be scheduled in the next two-three weeks to repair the pool leak. I would like your assistance in obtaining the leak report from American Leak Detection. Also, I am thinking about putting my house up for sale and I would like to have this report for reference with possible buyers, etc. Thank you.

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/06/09) */ We regret the homeowner has not received the report which was sent to the email on file on 4/28/22 and apologize for any inconvenience. Today we are resending the report to the customer via the email on this form, the email on the original dispatch and US Mail. In addition, we attempted to contact the homeowner via telephone and left a voice message with the name of direct contact persons if there is a further issue with this concern. Consumer Response /* (2000, 7, 2022/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received the leak report. Thank you!

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired American Leak Detection to come and find a leak in our pool on 12/10/21. The came with two employees and tested 50% of the pool plumbing and did not find a leak. They gave us an excuse and said that the rest of the lines to find the leak could not be tested due to "both holes in skimmers are tied to deep equalizer lines which are not reachable at this time." We were ultimately charged $725 for incomplete service with no leak detected and no follow-up. I attempted to call their office and speak to a supervisor several times and was told that someone would call back to discuss my case every time. I recently called back on 4/7/2022 to remedy the charges made and was met with a supervisor that completely denied their lack of service, yelled and screamed at us on the phone and then hung up on us because she felt that she didn't need to hear our complaints anymore. Their contract states: Estimate for Services: $545.00 minimum 1st hour (one-hour minimum) and $180.00 each additional hour (plus materials &equipment) American Leak Detection ("ALD") makes every effort to accurately locate your leak(s) and ensure your complete satisfaction. However, the detection of hidden leaks is not an exact science and consequently, there are occasional risks due to numerous factors, known and unknown, that can cause a leak to be identified incorrectly. For this reason, we have established the guarantee and disclaimers as described below. All customers must sign this Standard Work Authorization form prior to start of work.

  Business response

  10/18/2022

  Business Response /* (1000, 5, 2022/04/08) */ On December 7, 2021 an ALD Pool Leak Specialist arrived at the customer's house to perform limited testing since as it was not pool season and we were not diving pools. The Specialist performed all the limited testing he could on the outside of the pool and as far as he could reach inside the pool. The homeowner thought there was a skimmer line issue. The technical report that was prepared after the December 7 visit stated both holes in skimmers are tied to deep equalizer lines which are not reachable at this time and that was discussed with the homeowner. The return lines were tested and passed. The tanning ledge lines were tested and passed. The waterfall line was tested and passed. Testing and elimination were performed by the Pool Leak Specialist. The Specialist advised the homeowner ALD could continue testing in the Spring during diving season and as early as April 15 if the pool was heated and the weather permitted. On December 17, 2021, the homeowner called and said the Leak Specialist helper had longer arms and could have reached the skimmer lines that were tied to the deeper equalizer lines and the homeowner was advised this was part of limited testing. The customer wants the first hour refunded. After the supervisor did further research, it was relayed to the customer we would not be able to reduce the charges since there were several things tested and eliminated. Advised they were on the Spring list for us to come back to continue testing by diving the pool. Customer said he didn't know it was just limited testing, never been told that. Escalated to Manager. On Dec 20, 2021, the manager listened to the initial call's recording and limited testing was addressed with the customer. The call recording was attached to the dispatch. Left voice mail for the customer, identified myself and left message for a return call. The customer never called back. On April 6, 2022 A call was made to the customer to firm up a return visit to continue testing since the specialist will start diving April 15. The customer said he did not want us to come out if we were going to charge him. Supervisor advised there would be a charge for continued testing, the call escalated to Manager. The homeowner called back and said he was going to call every hour on the hour until a manager called back. Manager called the customer back advising when she was told that, she dropped everything to return his call so he wouldn't have to wait any longer. Customer advised he didn't want to pay for our visit that he paid over $700 and got nothing from us and our contract says we would locate his leak. Advised testing and elimination was performed by the Leak Specialist during that visit and the charges would have to stand. Customer stated that someone else came out and squirted dye in and found a leak and it took minimal time. I asked since the leak was found, did he need me to take him off the Spring list for us to dive the pool. The customer advised that there are more leaks. Advised if we return to continue testing, we would charge. The customer said ALD was not coming back unless his money was refunded. He said he would see us in court. I advised since he mentioned taking us to court that I would have to end the call and I would take him off the Spring list at this time. The work authorization the customer signed and returned stated American Leak Detection will dive the pool and test the structure and main drain plumbing and all plumbing not reachable from the deck. If the pool is not full, clean, clear, operational, and with a water temperature of at least 80°F; multiple visits will be necessary and charges will apply for all visits. The temperature's low was 24 degrees the night before the visit and a high on the 7th was 48 degrees. Since ALD performed testing and eliminated leaks on all of the out-of-pool plumbing, all the reachable plumbing in the water, return lines, tanning ledge and water fall. The December visit was very valuable for the homeowner. ALD feels meeting contractual obligations was met at that time. To obtain resolution to this matter, I am willing to credit the customer $180 that was charged for the 2nd hour of testing during the Dec 7 visit and the customer seek their continued testing elsewhere. Consumer Response /* (3000, 7, 2022/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) American Leak Detection states that the Specialist performed all the limited testing he could on the outside of the pool and as far as he could reach inside the pool. This is not true at all. I (man of the house) stood outside with the Specialist the whole time while the testing took place. I asked tons of questions and had conversation with the Specialist as well as the assistant. I offered my help to any further testing that needed to be done especially the equalizer lines mentioned. I was insistent on them finding the leak that day and no return was needed unless the leak was detected. All the testing that was performed by the Specialist & the assistant required them both to have at least a full arm in the pool. This is how the returns were tested. The equalizer lines were both a full arm's length in the pool, so no dive gear was required. I again offered to use my help to assist in helping them find the leak by getting in the pool or using my long arms to reach the equalizer lines. They tested all the returns, pumps and the waterfall lines and no leak was detected from them. They failed to test the waterslide lines & the skimmer lines which should have been part of the full testing as well. On April 6, 2022, I had a pool plumbing worker come test the same lines as ALD and he found a quick leak in one the return lines that ALD tested. He used die around the leak which was very simple process for him and sealed that leak. ALD failed to do that test and relied on pressurized equipment to tell me that there was no leak. Currently there is still a leak in some part of the pool that was not tested by ALD. I am out or over $700 for an incomplete Leak detection due to the Specialist and the assistant not doing their job and fully testing all the lines required for them to test. The phone conversation with the manager I felt was rude and very unprofessional. She yelled at me on the phone and ultimately hung the phone up on me because she was done hearing my side of the story and that they will not be getting any more of my money. Not once did the manager come up with a solution or how any of this could be worked out. The received a bill for over $700 and I'm stuck with a leaking pool. Business Response /* (4000, 9, 2022/04/15) */ We regret the customer is not fully satisfied with the 2 hours of limited winter pool testing accomplished by our technician. While customer satisfaction is a primary goal in all of our jobs, this always must be accomplished in a safe manner. For this reason, as stated from first contact, for winter months any customer requesting pool service is given a choice between limited testing; which, can be accomplished safely from the pool deck or surface; or wait until spring when warm weather permits for safe entry into the water. If they choose limited testing and no substantial leak is found, they have the choice for our company to return in the spring when additional testing, including structural, can be safely performed by a dive-certified technician while diving the pool, at a continuation rate. We do substantial testing to find if a leak exists and if so where, all within the parameters of the customer chosen mission. Consumer Response /* (4200, 11, 2022/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) American Leak Detection should regret and feel ashamed for all work they didn't do at my residence. We 100% are not fully satisfied with the work. I wouldn't even call the work limited winter pool testing. If customer satisfaction is the primary goal, then refund my money back because nothing was accomplished on the less than 2-hour visit. You stated, "winter months any customer requesting pool service is given a choice between limited testing; which, can be accomplished safely from the pool deck or surface; or wait until spring when warm weather permits," I wasn't given an option. My pool does not have a deep end drain, so no dive equipment was needed. Again, as stated before all of the pools plumbing was accessible from the pool deck. The technicians refused to do the full limited testing required to find the leak. No need for a return in the spring for additional testing, or a dive technician at all. They didn't do substantial testing to find if a leak exists and said, "all within the parameters of the customer chosen mission." My Mission was for ALD to come find the leak or find something and give me a solution for $700 plus dollars. The solution to the problem is refund my money for the lack of service done.

*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. ↩