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:05/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In June 2023 we called out American Leak Detection and paid them to investigate a leak that we thought we had. **** from the Fort Worth office came out and used their equipment and determined that the leak was in our bathroom under the slab. After digging a hole and removing the toilet they found that the leak was not actually there but was rather in the garden. They still billed me $2,800 which is still approx $2,000 more than if they had just found the leak in the garden in the first place). They filled the hole in the bathroom but did not replace any tiles or the toilet etc as they do not provide that service (even if they made an error). We did not have use of this bathroom for months as we were trying to resolve this and eventually hired another contractor to replace the toilet and tile the area. I reached out to the group CEO (Pat) and he assured me he would resolve this matter. It has been almost a year and not only have I never received any response from anyone to multiple email follow-up's, I keep receiving invoices for the botched job. The poor service levels and lack of response to problems that they caused is astounding.

• Initial Complaint

  Date:08/18/2023

  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.

  Dear ***/*****,I am filing this complaint against American Leak Detection of Fort Worth concerning an issue involving pool leak detection and repair services. Despite multiple attempts to resolve this matter directly with the company, I have received no satisfactory response. The details of the situation are as follows:Service Details: In late 2022, I contracted American Leak Detection to identify a significant pool leak. I was quoted $390, which was reduced to $295 by the technician.Inaccurate Detection and *********** Services: The initial diagnosis and subsequent skimmer injection were incorrect and unnecessary, respectively. I was billed $935, even though the leak was not repaired.Communication Failures: Repeated attempts to communicate with the company were met with silence or unfulfilled promises to have a manager call me back.Self-Repair: Eventually, I identified and repaired the leak myself, discovering that the company's diagnosis was incorrect.Final Collections Notice: On 8/18/23, I received a 'Final Collections Notice' via email for services that were not properly rendered, indicating that in two weeks the account will be sent to a third-party administrator.

  Business Response

  Date: 08/29/2023

  American Leak Detection has zeroed out the invoices. 

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 would not trust this company nor do business with them going forward. In May 2022, we had a technician come out to check for a leak in our pool. He was quite helpful and stated that we did have a leak in our skimmer and her offered two solutions. One was to apply puddy to the tiles for a temporary solution that *** last a year or so. Or a longer solution was to inject the skimmer with a foam that would be a much longer solution but more expensive ($625 per skimmer). He recommended the puddy first and would return in a month to inject the foam. When he returned a month later, he stated the puddy was holding well and we should just wait to see if it fails before applying the foam. Then, in April of 2023, we called again to determine if the foam was now necessary. They sent a new technician, *****, who came out and told us we needed completely new skimmers, and they were going to cost around $3000 a piece. I went back and looked at the old notes then reached back out to American Leak Detection and inquired as to why there was no mention of the foam injections the previous tech had recommended. They said that was still an option and ***** returned to inject the foam. I asked him how long these injections *** work for, and he said a few years. Within a week we noticed the pool was leaking and I called back to inquire if they could return and complete the injection as it did not take. ***** then tells me that is why he recommend the skimmers be replaced and the foam did not work. I specifically asked if the injections would get us through the Summer and he said yes, it should hold for a few years. Now they are telling us that was never the case, and we need new skimmers. We paid the $1250. I have asked them multiple times to return and attempt to complete the job as the skimmer is sucking air. They refuse. I will find an honest company to do business with going forward. Please beware of this company as they are not honest and that is unfortunate.

• Initial Complaint

  Date:01/23/2023

  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.

  Date of service 3/14/22 Invoice ******** Local Fort Worth office will not return my call and only once has answered phone during normal business hours. Per American Leak Detections own corporate representative, this office is very difficult to get a hold of. ALD came out to inspect a leak, their rep was onsite no more than a **** minutes and noticed leak coming from outside hose bib. Replaced hose bib and I was told it would be an approx. $65 charge. Later I received a $350.00 invoice. ALD never pressurized my system or did any other work beyond providing a hose bib. I have tried to reasonably resolve it with their corporate rep but now they are threatening collections. I need revised invoice to reflect the price I was quoted from their technician plus hourly rate. Not paying more than $175.00

  Business Response

  Date: 02/28/2023

  The concerns of the customer has been address at the beginning of February after confiming the charges with the technician. The credit memo documentation is attached.