Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/25/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  . I am writing to complain against American Leak Detection in the East Bay. I had called them to schedule a leak detection, which took them two weeks to schedule for me, I had to take time off of work to make that appointment. They assured me they found the leak and marked the spot. I called my plumber who dug under the kitchen sink and tiles to locate the leak. The leak was not found, and I had to pay my plumber $1500 plus the cost of repairing the floor now. They sent me a report of the leak which I also showed my plumber. They charged me $465 to detect the leak and I have the leak still, jackhammered floors and am out money. I will now spend money on fixing the floors and re-routing my pipes as I can not have them jackhammer around the house more. I have tried to speak to them about it, and showed them pictures. ******* keeps re-assuring me that the Director will call me back and she is trying to help me, but no one is calling me back or sending me any information on what can be done and I am very frustrated. I would like reimbursement of time and costs as this is an error on their part and they do not seem to care. I have the reports and pictures as well that I am happy to share. I have shared it with the company as well.

  Business Response

  Date: 11/02/2023

  Hi,

  The BBB database has a mistake.  Our office is American Leak Detection of the *************************** @ *****************************************  The complaint is directed to the ******** office ***********************************************************************************************************;  ***********************************************************; **************.

  Please fix your database and send this complaint to the corresponding office.

  Thanks

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20781377
  
  I am rejecting this response because it is an address change it seems.... 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/22/2023

  American Leak Detection (ALD) completed a slab leak detection on Oct 17, 2023, for the customer. Written in the report findings from the inspection,American Leak Detection stated there was a leak and ALD recommended a reroute repair due to the pipes being sleeved. There was a clause in the report that stated sleeved pipes are a known factor to distort the accuracy of signals.  Sounds from the leak may travel through the sleeve around the pipe, and signals may be loudest at seams or separation of the pipe wrap and not at the point of the leak in the pipe. If the area of detection is exposed and the leak is not accessible from this point, testing will continue at an hourly rate. This report was emailed to the customer within 48 hours of the inspection.

  
  The customer did not move forward with ********************** Leak *********************** recommendation for a reroute repair nor did the customer ask for ALD to return at an hourly rate to continue the detection after another plumber was hired to complete the repair ALD did not recommend. The American Leak Detection Director of Operations spoke to the customer 6 days after the inspection, refunded, and resolved the complaint.

  Customer Answer

  Date: 11/25/2023

  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. When I spoke to them, I knew that they wouldn't accept fault and refund me the money that I lost. Also, they did not offer to send someone out at an hourly rate--which I would not have paid anyway. 
  
  Sincerely,
  
  *********************