I am rejecting this response because:"This" homeowner, as ALD refers to us, do not accept their reasoningThe leaks were simply not detectedIf you are offering a service to detect a leak, the service should be completed to check leaks all around the poolThe main problem that made us call you was a leak in the water that led to the streetYour service rep parked right next to itBy repeating to me that you performed your expensive service does not resolve the situation[redacted] ***
Hello Revdex.com, This is in response to a complaint filed by *** and *** *** for work that American Leak Detection Sacramento (ALD) performed on their swimming pool, at *** *** *** Way, Elk Grove, CA In the complaint the homeowner states that ALD did not "complete" the work that ALD
was contracted to do, because a 2nd leak was found on the return system after the repair was madeIn their written statement, it implies that they cannot understand how there can be a second unknown leak when the pool was tested for leaks, and that they were not notified that additional leaks can exist after a leak test and repair are doneWe appreciate this opportunity to explain how leak detection works, describe the authorization form that was signed by the homeowner before the original test was done, and describe the contract that was signed before the repair beganOn 12-2-we arrived at the *** residence to perform a leak detection test on the swimming pool that was losing waterBefore any work is done by ALD on a property, the homeowner is presented with a work authorization form that fully describes the nature of leak detection and what results can be expectedThis authorization form is one page description of the possible outcomes of the leak testing and is easy to understandIn the first paragraph of the work authorization form that was signed by this homeowner it states, "Due to the fact that in most cases only one leak can be located at a time on any particular plumbing line, it is very important that the system is rechecked after repairs have been completedALD cannot guarantee that additional leaks do not exist or that the identified leaks will not re-occurShould the rare situation occur that we couldn't locate a leak that exists, we will attempt to provide you with the best alternatives to resolve the situation"The signed and dated form can be provided upon requestTo locate an underground plumbing leak in a swimming pool, each system needs to be isolated and pressure testedIn the case of the *** pool, these systems included the returns, suction, sweep and main drain lineEach system was plugged off, isolated, and pressure testedThe return system lost pressure, indicating the leak was in this systemTo pinpoint an underground plumbing leak, ALD uses electronics and experience to "listen" for the concealed broken pipeThis leak was electronically located and markedThe homeowner was given the testing report and estimate to repairThe estimate was broken down with a price for access, with an increase in cost if additional jackhammering was necessaryOn 12-6-ALD returned to the job to make the pipe repairBefore the repair began the work was described, a contract was presented, signed and dated by the homeownerThe signed and dated contract can be presented upon requestIn the first paragraph of the repair contract it states, "In most cases, only one leak can be located on a plumbing line at a timeTherefore, it is important to retest the line after a repair is completedWhen ALD performs a plumbing repair, the line is retested to verify that the leak is properly repaired and that no other leak(s) existAfter the repair, the area of the work is backfilled, and the hole is patched (if applicable)Additional cost for detection & repairs if another leak is found"Note - it cannot be made any clearer that there is a possibility that another leak can exist in the same system and can only be found after the initial repair is madeThe reason for this is that when a system is pressurized, like this homeowner's return line system, all of the pressure and sound goes to the biggest leak and that is what is heard with the electronicsIf a second leak exists, which was the case here, it will not create enough sound until the first leak is found and fixed, the line pressurized and the pressure finds the 2nd leakOn 12-6-16, the leak was excavated through mud and roots, and by removing a cinder blockThe leak in the PVC 1/2" line was exposed and repairedThe return system was retested and a second leak was foundAs stated in the repair contract, "additional cost for detection & repairs if another leak is found"In this case we did NOT charge to electronically locate the 2nd leak approximately feet away from the first leak, and charged the minimum estimate for the repairWhen it was discovered by our technician that a second leak was found under the concrete pool deck, the homeowner was notified and it was explained how the second leak was discoveredAn estimate for further repair work, as described in the original contract, was presented at a discount of $from a standard pipe repair under pool deckOur office manager spoke with Mr***, describing all that was stated here, and he did not want to hear it, he wanted further repairs done at not additional cost, he then hung up on our office managerThe next we heard from this client was this complaint filed with the Revdex.com in an attempt to damage our reputationALD goes to great lengths to be upfront with all of our clients by presenting and clearly explaining what our services entailOur office manager goes over the procedure on the phone, our experienced technicians explain the process, we provide detailed easy to read authorization forms and contracts describing exactly what is to be done and the possible factors that can affect testing and repairsWe want jobs to go smoothly, we hope that there is only one leak per system, so that a repair can be made, retested, and the job is completeIn the rare case that a second leak is found in the same line we try and resolve the situation, in this case by not charging for an electronic detection of the second leak, and by offering a reduction in the repair estimate for the second leakIt is not the fault of ALD that a second leak existed, and no company should be expected to perform a full day of repair work for free simply because a homeowner does not like the facts of their own situationALD attempted to work with this homeowner, again by offering discounts, but it was refused and the client ended the conversationAmerican Leak Detection Sacramento strives to provide outstanding service to all of our clients, over the last years, and we are sorry to hear that this homeowner was not one of our many satisfied customersIf there is anything else we can do to help resolve this please let us knowThank you, ALD Sac
In response to the "rejection" of the homeownerPlease read our first response to put into contextOnce again they are claiming that "the leaks were not detected"Again please see the first detailed description of the work that was performedTo summarize, we detected and located the first swimming pool return line leak, accessed and repaired the leak, re-tested the return system and detected a 2nd leak, electronically detected and marked location of the 2nd leak - at no additional charge, submitted a discounted proposal to repair the 2nd leakWe have a signed original authorization form describing the possibility of a second leak on the same systemIf another leak had existed, on say the suction side plumbing, we would have located it during the original testSince the 2nd leak was on the same return system, it had to be detected after the first leak was repaired, this is detailed again in the signed contract the was presented before the repair work was doneEither way, with two existing leaks the price would still be to fix two separate leaks, the 2nd leak would not be repaired for free no matter what system it was in or when it was foundThe leaks WERE detected! We have, and can provide if necessary, the original authorization document describing how the leak detection process works, the first invoice for the test showing payment, the signed repair contract that was accepted before repair work began describing the possibility that a 2nd leak could exist on the same system, the invoice describing the repair that was done and the payment made, photos of the broken pipe and of the mark on the pool deck showing where the second leak is located - Again - the leaks were detectedIn regards to the homeowner stating "a gardener could have made the repair" - If their gardener was a CA licensed contractor that is licensed to make an underground plumbing repair on a pool pipe, is insured and bonded, pays employee worker comp and insurance, is equiped to set up a test to pressurize a pool return system to isolate and expose a broken pipe, can make and guarantee a repair, can retest the repair and system for further leak, can then electronically locate a second underground leak approximately away, then apparently any "gardener" can do leak detection and repairWe fulfilled our obligationWe welcome the Revdex.com to contact our office directly to further discuss, but to say that the leaks were not detected is not trueIf what the homeowner is requesting is a free repair of a second underground pool plumbing leak under a concrete deck, that is absurd. Thank you, ALD Sac
I am rejecting this response because:"This" homeowner, as ALD refers to us, do not accept their reasoning. The leaks were simply not detected. If you are offering a service to detect a leak, the service should be completed to check leaks all around the pool. The main problem that made us call you was a leak in the water that led to the street. Your service rep parked right next to it. By repeating to me that you performed your expensive service does not resolve the situation.[redacted]
I am rejecting this response because:"This" homeowner, as ALD refers to us, do not accept their reasoningThe leaks were simply not detectedIf you are offering a service to detect a leak, the service should be completed to check leaks all around the poolThe main problem that made us call you was a leak in the water that led to the streetYour service rep parked right next to itBy repeating to me that you performed your expensive service does not resolve the situation[redacted] ***
Hello Revdex.com, This is in response to a complaint filed by *** and *** *** for work that American Leak Detection Sacramento (ALD) performed on their swimming pool, at *** *** *** Way, Elk Grove, CA In the complaint the homeowner states that ALD did not "complete" the work that ALD
was contracted to do, because a 2nd leak was found on the return system after the repair was madeIn their written statement, it implies that they cannot understand how there can be a second unknown leak when the pool was tested for leaks, and that they were not notified that additional leaks can exist after a leak test and repair are doneWe appreciate this opportunity to explain how leak detection works, describe the authorization form that was signed by the homeowner before the original test was done, and describe the contract that was signed before the repair beganOn 12-2-we arrived at the *** residence to perform a leak detection test on the swimming pool that was losing waterBefore any work is done by ALD on a property, the homeowner is presented with a work authorization form that fully describes the nature of leak detection and what results can be expectedThis authorization form is one page description of the possible outcomes of the leak testing and is easy to understandIn the first paragraph of the work authorization form that was signed by this homeowner it states, "Due to the fact that in most cases only one leak can be located at a time on any particular plumbing line, it is very important that the system is rechecked after repairs have been completedALD cannot guarantee that additional leaks do not exist or that the identified leaks will not re-occurShould the rare situation occur that we couldn't locate a leak that exists, we will attempt to provide you with the best alternatives to resolve the situation"The signed and dated form can be provided upon requestTo locate an underground plumbing leak in a swimming pool, each system needs to be isolated and pressure testedIn the case of the *** pool, these systems included the returns, suction, sweep and main drain lineEach system was plugged off, isolated, and pressure testedThe return system lost pressure, indicating the leak was in this systemTo pinpoint an underground plumbing leak, ALD uses electronics and experience to "listen" for the concealed broken pipeThis leak was electronically located and markedThe homeowner was given the testing report and estimate to repairThe estimate was broken down with a price for access, with an increase in cost if additional jackhammering was necessaryOn 12-6-ALD returned to the job to make the pipe repairBefore the repair began the work was described, a contract was presented, signed and dated by the homeownerThe signed and dated contract can be presented upon requestIn the first paragraph of the repair contract it states, "In most cases, only one leak can be located on a plumbing line at a timeTherefore, it is important to retest the line after a repair is completedWhen ALD performs a plumbing repair, the line is retested to verify that the leak is properly repaired and that no other leak(s) existAfter the repair, the area of the work is backfilled, and the hole is patched (if applicable)Additional cost for detection & repairs if another leak is found"Note - it cannot be made any clearer that there is a possibility that another leak can exist in the same system and can only be found after the initial repair is madeThe reason for this is that when a system is pressurized, like this homeowner's return line system, all of the pressure and sound goes to the biggest leak and that is what is heard with the electronicsIf a second leak exists, which was the case here, it will not create enough sound until the first leak is found and fixed, the line pressurized and the pressure finds the 2nd leakOn 12-6-16, the leak was excavated through mud and roots, and by removing a cinder blockThe leak in the PVC 1/2" line was exposed and repairedThe return system was retested and a second leak was foundAs stated in the repair contract, "additional cost for detection & repairs if another leak is found"In this case we did NOT charge to electronically locate the 2nd leak approximately feet away from the first leak, and charged the minimum estimate for the repairWhen it was discovered by our technician that a second leak was found under the concrete pool deck, the homeowner was notified and it was explained how the second leak was discoveredAn estimate for further repair work, as described in the original contract, was presented at a discount of $from a standard pipe repair under pool deckOur office manager spoke with Mr***, describing all that was stated here, and he did not want to hear it, he wanted further repairs done at not additional cost, he then hung up on our office managerThe next we heard from this client was this complaint filed with the Revdex.com in an attempt to damage our reputationALD goes to great lengths to be upfront with all of our clients by presenting and clearly explaining what our services entailOur office manager goes over the procedure on the phone, our experienced technicians explain the process, we provide detailed easy to read authorization forms and contracts describing exactly what is to be done and the possible factors that can affect testing and repairsWe want jobs to go smoothly, we hope that there is only one leak per system, so that a repair can be made, retested, and the job is completeIn the rare case that a second leak is found in the same line we try and resolve the situation, in this case by not charging for an electronic detection of the second leak, and by offering a reduction in the repair estimate for the second leakIt is not the fault of ALD that a second leak existed, and no company should be expected to perform a full day of repair work for free simply because a homeowner does not like the facts of their own situationALD attempted to work with this homeowner, again by offering discounts, but it was refused and the client ended the conversationAmerican Leak Detection Sacramento strives to provide outstanding service to all of our clients, over the last years, and we are sorry to hear that this homeowner was not one of our many satisfied customersIf there is anything else we can do to help resolve this please let us knowThank you, ALD Sac
In response to the "rejection" of the homeownerPlease read our first response to put into contextOnce again they are claiming that "the leaks were not detected"Again please see the first detailed description of the work that was performedTo summarize, we detected and located the first swimming pool return line leak, accessed and repaired the leak, re-tested the return system and detected a 2nd leak, electronically detected and marked location of the 2nd leak - at no additional charge, submitted a discounted proposal to repair the 2nd leakWe have a signed original authorization form describing the possibility of a second leak on the same systemIf another leak had existed, on say the suction side plumbing, we would have located it during the original testSince the 2nd leak was on the same return system, it had to be detected after the first leak was repaired, this is detailed again in the signed contract the was presented before the repair work was doneEither way, with two existing leaks the price would still be to fix two separate leaks, the 2nd leak would not be repaired for free no matter what system it was in or when it was foundThe leaks WERE detected! We have, and can provide if necessary, the original authorization document describing how the leak detection process works, the first invoice for the test showing payment, the signed repair contract that was accepted before repair work began describing the possibility that a 2nd leak could exist on the same system, the invoice describing the repair that was done and the payment made, photos of the broken pipe and of the mark on the pool deck showing where the second leak is located - Again - the leaks were detectedIn regards to the homeowner stating "a gardener could have made the repair" - If their gardener was a CA licensed contractor that is licensed to make an underground plumbing repair on a pool pipe, is insured and bonded, pays employee worker comp and insurance, is equiped to set up a test to pressurize a pool return system to isolate and expose a broken pipe, can make and guarantee a repair, can retest the repair and system for further leak, can then electronically locate a second underground leak approximately away, then apparently any "gardener" can do leak detection and repairWe fulfilled our obligationWe welcome the Revdex.com to contact our office directly to further discuss, but to say that the leaks were not detected is not trueIf what the homeowner is requesting is a free repair of a second underground pool plumbing leak under a concrete deck, that is absurd. Thank you, ALD Sac
I am rejecting this response because:"This" homeowner, as ALD refers to us, do not accept their reasoning. The leaks were simply not detected. If you are offering a service to detect a leak, the service should be completed to check leaks all around the pool. The main problem that made us call you was a leak in the water that led to the street. Your service rep parked right next to it. By repeating to me that you performed your expensive service does not resolve the situation.[redacted]