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A BBB Accredited Business since
BBB has determined that American Leak Detection of Fort Worth meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for American Leak Detection of Fort Worth include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Texas State Board of Plumbing Examiners
929 East 41st St., Austin TX 78751
Phone Number: (512) 936-5200
Fax Number: (512) 450-0637
The number is 36212.
Type of Entity
Business ManagementMs. Charlene (Char) Thompson, Vice President/Owner Mr. Gordon (Fred) F. Thompson, President/Owner
Plumbers Plumbing Drains & Sewer Cleaning Spas & Hot Tubs - Service & Repair Swimming Pool Service & Repair
Alternate Business NamesAmerican Leak Detection Plumbing and Repair Trail Runners, Inc.
Industry Tips**** Swimming Pools Hiring a plumber Swimming Pools
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
5600 Egg Farm Rd Ste 452
Fort Worth, TX 76244 (817) 795-5325 Directions
PO Box 1735
Keller, TX 76244
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BBB Complaint Process
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Additional Phone Numbers
- (817) 522-6301(Phone)
Additional Email Addresses
- - Communication/Mass Email
- - eQuote
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: A couple of months ago, I called about having this company check our pool for a leak. We scheduled an appointment, at which time I was told that they WOULD NOT come out without a signed work authorization and credit card on file. I told them I'd speak with my husband and asked them to send the necessary form via e-mail, which they did. After speaking with my husband, we decided not to use them. I did not call to cancel the appointment, assuming they would not come out without the signed authorization or credit card as they girl I spoke with was very emphatic about their policy. They subsequently sent three different e-mails (which I still have) reiterating their position. A few weeks later, while we were out of town and no one was home, they allegedly came out and ran some tests before making UNAUTHORIZED repairs, which they then expected us to pay for. Since we've refused to do so, they are now threatening to turn us over to a collection agency, which will add 33% to the debt, and file a mechanic's lien on our property.
Desired Settlement: They need to suck up the loss. They went against their own policy and made unauthorized repairs. We might have been willing to pay them something for their time, even though there's no way for us to know how long they were here since no one was home when they allegedly came out. But they've done nothing but demand payment from us and make threats, none of which leaves me feeling very warm or compromising toward them.
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Unfortunately for our customers, demand for our services can be so great, at times, that they may have to wait one to two weeks for us to address their needs. Such was the case when Mrs. ****** called us with a pool leak problem and, when she advised us that she would be out of town on our first available service date, we stated we could still perform our service without her present if she supplied a credit card for us to have on file allowing us to process payment for quoted pricing in her absence. Mrs. ****** advised us, since she was driving at the time, that she would call us back with her Discover card information. Nearly two weeks passed. Sensitive to the fact that some of our customers are upset with us for having to wait so long for our service, we are hesitant to miss our scheduled appointment for anything within our control. Though we noticed Mrs. ****** had not called back with her Discover card information, knew she was going to be out of town which could explain why she had not responded to several confirmation phone calls and emails, and had not received a call to cancel the appointment, we assumed she still needed us to find her pool leak. We assumed wrong and for that we apologized to her in a phone conversation on November 15, 2013 (prior to receiving this complaint). The decision to proceed with the leak detection was made, in our judgment, in the best interest of the customer. Our authorization form does state that it needs to be signed and returned prior to our visit, but most customers are upset if you don’t show up, not if you do. We advised Mrs ****** that her leak detection and repair is free. She also apologized and agreed that the issue is resolved to her satisfaction.
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I have reviewed the response made by the business in reference to complaint ** ******** While I find the resolution satisfactory, I am extremely disappointed with the tone of their response.
The message that I've heard loud and clear in both their verbal and written response is this: In going against their own policy, they somehow did me a favor; a favor for which I should be appreciative of the fact that they are sensitive to their customers and hesitant to miss appointments to the point of proceeding on their own assumption in my best interest. Even more distasteful is the implication that they've done me an even bigger favor in advising me that the leak detection and repair that they authorized themselves while going against their own policy are free. How very generous.