Complaints

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• Initial Complaint

  Date:06/01/2023

  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.

  We contacted Advanced Leak Detection (ALD), ***** ********, to come out detect, & mark a leak in our commercial spa for a pool company who looked at our spa and advised we do this so they could repair it. He came out to detect a leak in our commercial spa and said that there was a leak in our return line, the spa light, and the skimmer. The leak in the return line which we were aware of, and one in the skimmer which we were sceptical of. He did not mark the leaks so we called him and asked him to return to mark the leaks. He comes out and gives us a bid for how much it would cost to repair all leaks $10,340. He quoted us to repair the leaks, replace the entire skimmer, and match deck area back to original condition. He said that it would be an easy fix and they could have it repaired in 5 days. Since he was so insistent and already knew where the leaks were at we let them complete the project. During the project he damaged the decorative wall tile, the spa tile inside the spa, 4 jets were not working properly, plaster residue left in the spa, numerous cracks in plaster on repair sides, the ada chair lift by spa bar is bent, and skimmer is acting like a drain. After numerous attempts to contact *****, we were able to get him to come out 2 weeks later. He said he would have to order new spa jet nozzle heads. 2 weeks after he returns, not on the day he said he would, I call him and he says he has repaired the spa jets and does not see anything wrong with the skimmer. He would have to come back with his leak detection equip. Next morning when we checked the spa to ensure he had repaired it, one jet was repaired, but did not repair the other issues. Now the spa was shooting water from the vent holes along brim of spa when jets were on. The water draining from the skimmer is not visible and could still be leaking underground. We have left him voicemails, text messages, and sent videos and he has not responded. The spa is in worse condition than it was before their repairs

  Business Response

  Date: 07/24/2023

   I'm gathering photos of the  job before and after as well as tests conducted to locate the the  leak that was repaired and  was also  verified to not be leaking  before burial by conducting   tests on the the line that was repaired. Unfortunately they have had ongoing issues with their  equipment and the condition of the pool and spa due to the break in the spa return lines on top of the pool and spa leaking they have had to pay other companies money to not locate the problem that we located . They are in contact  with the insurance company due to the on going issue that was existing causing the building to sink .we have been in contact with mistie we conducted a pressure test to warranty our work with the maintance technician present we verified the plumbing repairs held and did not leak. we did not reconfigure or redesign the system the spa showed new systems after repairs where made only because it's never ran correctly .we needed to preform more testing but we where stopped we left on good terms after videos of tests where sent of tests on our repairs.

  Customer Answer

  Date: 08/02/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  We are in the process of hiring another contractor to determine and repair the mistakes that were made by Advanced Leak Detection.
  
  Regards,
  ****** ********** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]