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:09/28/2024

  Type:Billing 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.

  My swimming pool leaked 2" of water a day. American Leak Detection (ALD) sent 2 people to do the leak detection. They requested payment before they left, and I paid $465. I scheduled the repairs. They sent paperwork which required that the pool be completely drained. I asked if this was absolutely necessary; ‘yes’, because debris would be difficult to clean in water. I was able to drain most of the water, but there were about 2" left. A note was put on the work order to have them drain the remaining water. Repair team was 2 different people. Upon arrival they noted that the pool sides are fiberglass, not concrete-error on the part of ALD. Side leak was patched. Second leak was at the water return. They did work in that area. Remaining water was not drained. I was told that the water needed to be pumped out for repair of concrete but not for a fiberglass. 2 days emptying 15,000 gallons of water from the pool, 2 days refilling. My water bill is $431. I wanted to speak to someone to request a reduction in the bill due to their error. before paying. I left a message. They returned my call to tell me that they do not accept responsibility for the error made by their employee and would not reimburse me for the cost of water. After ALD left, the pool continued to leak 2" a day. In addition, the line that fed the water return where they did the work was full of air. I called multiple times to ask them to come back and fix the leak, They did not return phone calls. After more than a month, and several phone messages left, I called my pool company. They fixed the problem with the air in the line. Repairs were made and pool no longer leaked. ALD called 9/5, return call 9/7 and left another message. It has been 15 business days since I left that message; no return call. This has gone on for 3 months. No one answers the phone when I call, and the messages I have left do not get returned. They did work, but did not fix the problem.

• Initial Complaint

  Date:06/05/2024

  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.

  We had American leak install a new liner in our pool 3 years ago. There were issues with the liner from the first week. We have had 3 different corners and one side of our liner slip out of place. They came back to repair it two times and on the second, they tried to have us pay for repair even though it was their mistake and it was right after they installed the liner. My husband ******* **********, fixed one of the corners himself as well. Upon opening up our pool last month we noticed another corner slipping and there was tearing around the skimmer. This should not be happening as the liner is only 3 years. We have tried emailing and calling several times and American leak will not respond to calls or try to address this issue. It’s been over 2 weeks and we have only got “We will get back with you.” ******, The liner warranty company looked at pictures and told us that it would not be covered under warranty because it looked to be an installation problem. The liner was never measured correctly to begin with which would explain the corners falling and hole/stretching where the skimmer is. It would be nice to receive a call from American Leak to resolve this problem. Until then, we are extremely upset customers.

• Initial Complaint

  Date:08/31/2023

  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.

  My swimming pool liner was installed by ALD. I paid a deposit on March 23, 2023 of $5,200. The liner was installed late June or early July. I paid the balance due of $8,725. The total is $13,925. On July 3rd, I emailed them about issues in the liner. They said "I’ll get this info to Paul and we’ll see what we can do". These include: - There is no flow in one of the return lines going into the pool. - The material on the steps had begun to peel. One swimmer said that there are small pieces laying on the bottom. - One corner of the liner in the deep end has pulled out. - Swimmers report rocks under the liner in several places. - The caps at the top of the liner in each side of the steps are unfinished. A new problem developed today - the gasket around the pool has started to come out.