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:12/18/2023

  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.

  *** came out to help my mother discover a leak. When the issue wasnt solved she called her tech ***** back to tell him it wasnt fixed. He talked her into writing him a personal check to fix something else in the pool that he said would correct the issue. When that didnt solve the problem he ghosted her for her additional calls. Finally (a couple of days past the warranty) she called the company and provided proof that she had been working with their representative to solve the leak. To save his job lied and told them that he told her it wouldnt be covered by the warranty. As it stands now my mother is out $675, *** refuses to come out and look at the leak, and ***** is still employed. We absolutely no longer trust them to solve the problem and would like a full refund.

  

  Business Response

  Date: 12/21/2023

  I appreciate ************* and and ***************** for bringing this situation to my attention. After speaking with both of them this week, having gained the opportunity to better understand what transpired on this assignment, I am confident that we now have a plan in place to "right the ship" so to speak. A partial refund of the money paid directly to my technician for side work he performed outside of ALD's knowledge has been generated, a cashiers check totaling $350 has been sent to ***************** certified mail. I have scheduled a follow up leak detection service to be performed next week by a senior tech supervisor, allowing ALD the opportunity to start from a clean slate. Now that all information surrounding this misstep is known by all parties, for no additional money outside the original leak detection fee ***************** paid in October I wholeheartedly believe all will be corrected. *************** to this complaint now, given the timing parameters provided to do so, though the job has been delayed due to the holidays. However, moving forward  I am certain the ***************** will be left satisfied, all complaints addressed and settled. I also trust the follow up promised on their part in regards to this complaint and the multiple bad reviews on other sites will be amended to reflect this once ALD has fulfilled our promise to them. Thank you for the willingness to work together toward a common goal!