ComplaintsforPool Leak Guru LLC

• Initial Complaint

  06/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 13, 2021 the above company representative came to my home in a storm and attempted to locate leaks inside my pool. Because of the storm he did an epoxy repair and plugged off my jets saying I could possibly have a leak in that piping. He said what he did was at NO CHARGE because he wasn't sure it was fixed. More verification was needed. He would be back on a better day to finish locating all the leaks inside my pool and make repairs. He never presented me with a invoice of payment that day and I never signed one. He never even hung around long enough to see if my pool was still leaking and asked me to call him and let him no. I contacted him on May 16, 2021 and informed him that my pool was still leaking water. He never responded or set up another day for repairs. I texted him and called him several times. No reply. On June 6, 2021 I received a Invoice from him of $210.00. My pool is still leaking and not fixed. Plugs on my jets and pool still leaking. Horrible Service!

  Business response

  07/13/2021

  I located a leak in therapy jet plumbing (5-13-21) where pipe was cracked. Even though it had started to rain Mr. ****** was "hanging around" watching me work. I showed him the cracked plumbing located in the pool wall with a mirror. Crack was epoxied to stop water loss and that had nothing to do with the weather. Mr. ****** stated I never responded back on May 16th. We texted on May 17th about his water valve (equipment) so obviously he is lying. My call log shows I reached out to Mr. ****** numerous times. I can't text a paragraph or two when I'm working. I call customers back who text me if I can't respond with a quick text.

   

  The invoice was for locating the leak only, not a full leak detection service (dive and/or pressure test). Mr. ****** stated the pool had only been leaking briefly so it was unlikely there was more than one leak. He also stated pool would stop leaking once water dropped to bottom of tile. The leak I located was below the tile. It stopped at tile because there wasn't enough pressure on cracked plumbing to leak anymore. I also located leaks at his water feature where cracks were present in the skimmers being used as a return. I advised him to leave the water feature off to avoid water loss. Both skimmers needed to be replaced.

   

  What company would come out and work for no charge? It was raining when I completed my service so I couldn't fill out an invoice. His water valve wasn't working and needed parts. I told him I'd check on the parts and he could pay me when I came back by or he could mail me a check if I didn't need to come back by.

   

  I texted Mr. ****** after he texted me he thought the pool was still leaking and informed him I was still working on the parts for water valve. I was backed up almost two weeks for appointments at the time. I contacted a couple online retailers about needed parts for the water valve. I was told by a retailer that his old water valve might have been converted to a newer assembly (gears). They advised me to take it apart before ordering. I make more money finding and repairing leaks. I'm busy and making multiple trips to work on the water valve wouldn't make any sense. I never stated I would repair the water valve. I told Mr. ****** I would check on the parts. The gears with new heads for the pool can be over one thousand dollars. My goal was to give him an estimate since the pool had other issues that needed to be addressed that were also costly.

   

  I called Mr. ****** on May 25th to let him know about the water valve situation. He never called me back. I gave him a week to get back to me and I figured he was upset that I didn't want to repair the water valve. I mailed him an invoice for what was due for services performed on May 13th. I billed him less than the quoted price since I didn't dive the pool. He then told me he didn't want me to come back to work on pool. Please let me know if you have any questions regarding this delinquent customer's complaint.

   

   

  POOL LEAK GURU, LLC
  ** *** ****
  ******* ******* ** *****
  ************

  Business response

  07/28/2021

  Mr. ****** and I communicated directly. I stopped back by on 7-20-21 and resolved leak issue. There was a second plumbing leak under concrete for therapy jet plumbing. Plumbing was capped to prevent water loss. Mr. ****** paid invoice and would like to remove complaint from system. Please verify with customer to confirm. Thank you. 

  Customer response

  07/28/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ***** ******

   

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