Leaks Squad

At first glance, the offer that Leak Squad made to resolve this issue sounds reasonable: “we would take care of all concrete work to the original hole he has opened” After numerous emails with Leak Squad, I have learned to be skeptical: They imply that they are going to do one thing, what you actually get is substantially less I specifically asked if they were just going to fill the hole with concrete, or if they were going to repair the Kool Deck and paint the deck surface I also asked if they would they take responsibility for the repairs to the pool deck if they misidentified the location of the leak a second time, or a third time.They only intend to fill the existing hole with concrete This is a very small part of the cost of repairing the pool deck This is like someone running into your car, and then offering to pound out the dent Who is going to take care of the body work and paint? Not Leak Squad They also did not offer to take responsibility if they misidentified the source of the leak, a second time or a third time So if I allow them to attempt to find the leak a second or third time, I could wind up with three holes in my pool deck that I would have to pay to have repaired.Once again, I only asked Leak Squad to get me back to where I was before their technician misidentified the source of the leak They continue to refuse to do so Therefore, I find their offer to be unsatisfactory

We stand behind the decision to refund the leak detection cost onlyOur invoices state " In the case of inaccurate findings Leak Squad reserves the right to make more attempts to locate the Leak or refund the money at the owners discretion Leak Squad is not responsible for any payments made to other parties"

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Leak Squad caused, by their negligence, $worth of damage. Refunding the amount they charged for leak detection (which they failed to detect) is not enough to solve the fiscal problem they placed on me. Please see the attached bill from *** *** *** detailing the work (and the cost) they had to do to fix the problems encountered by Leak Squad's inaccurate leak detection
Regards,
*** ***

Leak Squad is very proud of our reputation and customer serviceIn the 1/years we have become the states largest Leak Detection company for pools and spasWe do over 1,leak detection's, and over repairs, annuallyThe process of using ultrasonic sound waves to detect underground leaks
is the only method available for finding broken plastic pipes undergroundThis process is very accurate 98% of the timeSound waves do not always travel directly up, they will take the path of least resistance and the loudest sounds may be in the general area of the leak but not exactly above itWhen this happens, Leak Squad always stands behind it's work and returns, at no charge to relocate the leak. We are very sorry this leak has fallen into this 2% category, but it does happen occasionallyI know it may appear that we may be unprofessional in our technical ability to find the leak, however, this is just not the caseVirtually all of our customers that fall into this 2% express the same concerns that you have. All leak detection costs will be refunded to the customer

At
first glance, the offer that Leak Squad made to resolve this issue sounds
reasonable: “we would take care of all concrete work to the original hole he
has opened”.  After numerous emails with
Leak Squad, I have learned to be skeptical: They imply that they are going to
do one thing, what you actually get is substantially less.  I
specifically asked if they were just going to fill the hole with concrete, or
if they were going to repair the Kool Deck and paint the deck surface.  I also asked if they would they take
responsibility for the repairs to the pool deck if they misidentified the
location of the leak a second time, or a third time.They
only intend to fill the existing hole with concrete.  This is a very small part of the cost of
repairing the pool deck.  This is like someone
running into your car, and then offering to pound out the dent.  Who is going to take care of the body work
and paint?  Not Leak Squad. 
They also did not offer to take responsibility
if they misidentified the source of the leak, a second time or a third time.  So if I allow them to attempt to find the leak a second or third time, I could wind up with three holes in my pool deck that I would have to pay to have repaired.Once
again, I only asked Leak Squad to get me back to where I was before their
technician misidentified the source of the leak.  They continue to refuse to do so.  Therefore, I find their offer to be
unsatisfactory.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Obviously Leak Squad did not respond to my issues. It appears that they are in the business of scamming people by accepting jobs that they know they cannot complete, giving estimates that are way over priced and then not willing to give an itemized invoice that would reflect the true cost of the job.  They would not have gotten any money from me because I would not have accepted their estimate if they would have be up front about not being able to complete the job.  Even if they paid their employee $100 an hour (which I'm sure they didn't) the $795 I paid was more than a fair price for the parts and labor that went into completing the job to include the cosmetic portion. They must be desperate for money if they would rather have  $262.69 and a dissatisfied customer over a satisfied customer.
Regards,
[redacted]

We would like to take a moment and address the concerns this customer has. We did arrive and conducted a leak detection and found the customer did have a broken line underneath the decking. At the original time all billing was conducted through the pool service company, and...

we did not bid the job for the repair. After taking with the pool service company they indicated their customer wanted an estimate for repair and they provided us with the contact information. 
We contacted the customer and did give an estimate for $995 including cosmetic finishing. Yes, a mistake was made on our end and the technician did not properly mark the specialized cosmetic finishing that was on this particular decking. We did tell
the customer we would discount the bill to $795 to reflect the difference in not finishing the cosmetic finishing. The customer expressed concerns and stated “you quoted $995 to complete the job; I want you to finish the job”.  We did own up to the mistake that was made on our behalf and hired a company to complete the cosmetic finishing. By doing so we fulfilled the original quoted estimate to complete all cosmetic finishing and feel the full amount if due.  This customer approved $995 before we began the work at this property. We do apologize tremendously for the mistake that was made. However we did rectify the mistake and her deck looks wonderful and more importantly the pool is no longer leaking.

We would like to take a moment and address the concerns this customer has. We did arrive and conducted a leak detection and found the customer did have a broken line underneath the decking. At the original time all billing was conducted through the pool service company, and...

we did not bid the job for the repair. After taking with the pool service company they indicated their customer wanted an estimate for repair and they provided us with the contact information. 

We contacted the customer and did give an estimate for $995 including cosmetic finishing. Yes, a mistake was made on our end and the technician did not properly mark the specialized cosmetic finishing that was on this particular decking. We did tell

the customer we would discount the bill to $795 to reflect the difference in not finishing the cosmetic finishing. The customer expressed concerns and stated “you quoted $995 to complete the job; I want you to finish the job”.  We did own up to the mistake that was made on our behalf and hired a company to complete the cosmetic finishing. By doing so we fulfilled the original quoted estimate to complete all cosmetic finishing and feel the full amount if due.  This customer approved $995 before we began the work at this property. We do apologize tremendously for the mistake that was made. However we did rectify the mistake and her deck looks wonderful and more importantly the pool is no longer leaking.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Leak Squad caused, by their negligence, $1285 worth of damage.  Refunding the amount they charged for leak detection (which they failed to detect) is not enough to solve the fiscal problem they placed on me.  Please see the attached bill from [redacted] detailing the work (and the cost) they had to do to fix the problems encountered by Leak Squad's inaccurate leak detection.

Regards,

We stand behind the decision to refund the leak detection cost only. Our invoices state " In the case of inaccurate findings Leak Squad reserves the right to make 2 more attempts to locate the Leak or refund the money at the owners discretion.  Leak Squad is not responsible for any payments made to other parties"

The process of finding a leak is a very specialized service.

Leak Squad prides itself in finding even the most difficult leaks. The use of

sonar picks up the sound waves the break in a plumbing line will make during

the testing. As anyone knows sounds waves will take the path of least...

resistance.

In a rare case the mark of a break can be off as we are marking the sound waves

that are given during testing. We allow our technicians two additional attempts

to locate a break. These rare cases are considered to be the most difficult

leaks. We always come back at no additional cost and continue the leak

detection. In this particular case, we were off with the marking of the

break in the plumbing line to the pool. We have reached out to this customer

indicating we would not only come out for no additional cost to continue testing,

we would take care of all concrete work to the original hole he has opened. Furthermore

it is very possible the break is very close to the opened hole and within our 2-3 foot radius. We stand behind our work and we are completely willing to

continue testing and have made every attempt to satisfy this customer. However without being allowed to continue to test we can not come to a resolution to this problem.

Leak Squad is very proud of our reputation and customer service. In the 7 1/2 years we have become the states largest Leak Detection company for pools and spas. We do over 1,000 leak detection's, and over 300 repairs, annually. The process of using ultrasonic sound waves to detect underground leaks...

is the only method available for finding broken plastic pipes underground. This process is very accurate 98% of the time. Sound waves do not always travel directly up, they will take the path of least resistance and the loudest sounds may be in the general area of the leak but not exactly above it. When this happens, Leak Squad always stands behind it's work and returns, at no charge to relocate the leak. We are very sorry this leak has fallen into this 2% category, but it does happen occasionally. I know it may appear that we may be unprofessional in our technical ability to find the leak, however, this is just not the case. Virtually all of our customers that fall into this 2% express the same concerns that you have. All leak detection costs will be refunded to the customer

We are currently trying to work on a solution to this problem amicably directly with the customer

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Obviously Leak Squad did not respond to my issues. It appears that they are in the business of scamming people by accepting jobs that they know they cannot complete, giving estimates that are way over priced and then not willing to give an itemized invoice that would reflect the true cost of the job.  They would not have gotten any money from me because I would not have accepted their estimate if they would have be up front about not being able to complete the job.  Even if they paid their employee $100 an hour (which I'm sure they didn't) the $795 I paid was more than a fair price for the parts and labor that went into completing the job to include the cosmetic portion. They must be desperate for money if they would rather have  $262.69 and a dissatisfied customer over a satisfied customer.

Regards,

At

first glance, the offer that Leak Squad made to resolve this issue sounds

reasonable: “we would take care of all concrete work to the original hole he

has opened”.  After numerous emails with

Leak Squad, I have learned to be skeptical: They imply that they are going to

do one thing, what you actually get is substantially less.  I

specifically asked if they were just going to fill the hole with concrete, or

if they were going to repair the Kool Deck and paint the deck surface.  I also asked if they would they take

responsibility for the repairs to the pool deck if they misidentified the

location of the leak a second time, or a third time.They

only intend to fill the existing hole with concrete.  This is a very small part of the cost of

repairing the pool deck.  This is like someone

running into your car, and then offering to pound out the dent.  Who is going to take care of the body work

and paint?  Not Leak Squad. 
They also did not offer to take responsibility

if they misidentified the source of the leak, a second time or a third time.  So if I allow them to attempt to find the leak a second or third time, I could wind up with three holes in my pool deck that I would have to pay to have repaired.Once

again, I only asked Leak Squad to get me back to where I was before their

technician misidentified the source of the leak.  They continue to refuse to do so.  Therefore, I find their offer to be

unsatisfactory.