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:12/09/2024

  Type:Service or Repair 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 would not recommend this company for underground leak detection despite the fact that they advertise their expertise in just that. They have multiple excuses to avoid helping their customers locate underground plumbing issues. I made an appt for video inspection of my shower drain in Nov 2024. Once the technician ***** arrived, I was informed that they could not access my shower drain with a camera to check for a possible leak due to the P-trap. The scheduler who took my appt did not inform me of this fact and I spent $375 for the service which was not refunded. CPL's above ground diagnostics did not solve my problem. It should be noted that ***** previously visited my home in Apr 2024 and suggested my leak issue was due to my fiberglass shower pan. ***** recommended demo of my existing shower. I accomplished this in June ***************************************************************** Nov. Pretty disappointing.

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 have a small water leak on my property and contacted CPL to come out to my property and identify the source of the water leak. During our phone conversation the person on the phone assured me that the technician would be able to find the source of the water leak. When the technician came to my property on 2/15/2024 he also assured me, Dont worry, Ill find the leak. He did not! I called the company and complained that the source of the water leak was not found and even though I had paid the nearly $500.00 in good faith they had not performed as agreed. The next day CPL sent out a field supervisor who was also not able to find the source of the leak. The field supervisor told me on the phone, the water leak is probably from the end of some pipe. !!! I am not kidding and this I obviously already knew! I again called the company and spoke with the supervisor named **** and requested a refund. He stated that a refund of $100.00 would be all that the company would agree to. I stated that I would settle for a $300.00 refund since 2 men did come out and make some attempt to find the source of the leakeven though they were incompetent. At this point I would like a full refund due to the aggravation this situation has caused and the water leak on the property continues. The company customer service is poor as the staff are argumentative and the supervisor **** has dodged my calls and lied about leaving voice messages. CPL did not perform as promised. I feel like I have been ripped off.

  

  Business Response

  Date: 03/12/2024

  Dear ************,
  
  Im ******************************* from CPL, reaching out to address your experience with our leak detection service. We sincerely apologize for the distress and inconvenience caused. After reviewing your situation, we understand the frustration of not achieving the desired outcome despite our efforts.
  
  ************** and field supervisor aimed to locate the leak, yet the type of piping on your property limits our ability to map its course and connections. This challenge affects our industry broadly, not just CPL, hindering our ability to fulfill some expectations fully.
  
  Regarding your refund request, we're committed to fairness and customer satisfaction. A full refund consideration requires verification of the leak's location through excavation. We're open to reassessing your case upon receiving further evidence.
  
  We regret any perceived communication issues with our team. Ensuring clarity, respect, and honesty in our interactions is a top priority, and we'll take steps to improve our service based on your feedback.
  
  We value your trust and are here to discuss further steps to support you. Thank you for voicing your concerns, allowing us to enhance our service quality.
  
  Best regards,
  
  *******************************
  Manager
  Cable Pipe & Leak Detection  

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 contacted Cable Pipe & Leak Detection (CPL) about water leakage at my location, *************************************************************************. ****** arrived on May 24, 2023, and I issued a check of $325 after the service. ******'s actions:1. Marked a leaking manifold pipe with blue tape.2. Advised capping upper end, assuming top-to-bottom water flow.3. Marked the floor for suspected underground leak.CPL doesnt repair. Thus, I engaged a plumber to address the issue. Regrettably, upon examination, it was revealed that the pipe ****** had marked was not the problematic one. Contrary to his initial assumption, water flowed from bottom to top within this pipe.I promptly contacted CPL on 5/26, forwarding images of the situation to ******. Unfortunately, I received no response from ******, and when I communicated with the operator, I encountered an uncooperative attitude from an operator, later identified as an individual whose name begins with the letter "M."(I forgot her exact name) The operator declined another free detection or prompt service while my leakage problem was getting more server. Consequently, I took the step of stopping my check payment.I subsequently contacted another leak detection company, Home Leak and Drain, and their owner, ****, effectively identified and resolved the leakage problem. Notably, ****'s pinpointed location of the leak differed significantly from the spot that ****** had labeled.All 3 of ******'s advice were incorrect! His errors cost $300 for wrong pipe cut and $500 worth for the fix. CPL demands $450 ($325 service, $100 collection, $25 bounce fee) despite their mistakes. I am summiting this request to stop CPL's pursue of the $450 and seek an official apology from the company in recognition of the subpar service and customer service experience I have endured.For more details, please reach out to **** from Home **** and Drain at ************.Thank you very much for your time to review my case!

  

  Business Response

  Date: 08/09/2023

  Good Morning **********, My name is ****** and I manage CPL. Understand that leak detection is a service that is at the mercy of underground variables. While our success rate is extremely high and our technicians highly trained, there are occasions when leak detection can prove difficult. We are very familiar with **** and Family Plumbing and they are a fine operation, but the fact that it took him 4 hours to complete a leak detection that we already began work on only shows that this is indeed a very difficult leak to locate, and not a typical plumbing scenario. The line indicated to be cut and capped is taped because it is the one making the loudest noise. It does not indicate the direction of the water. Further, the cutting and capping of the line is the responsibility of the plumber in order to verify the leaking line.The technician indicated in his notes that:Located and marked hot water slab leak in laundry room with blue tape. Located and exposed manifolds for re-route. Leak appears to be on 1/2 line. Not sure what that line is feeding. Plumber is to cut and cap the line marked with blue tape to verify leaking loop. Also, we dont fix anything or perform any plumbing, we are strictly leak detectors, and we have a policy of always getting a technician back out right away if there is a problem locating the leak. This is not for free. Leak detection is a process of elimination. Cutting and capping a line for verification should not cost $500. But thats the plumbers business, not mine. Any and all charges from the plumber are not our responsibility. We understand very well that leak detection can be costly and stressful, and our services are priced accordingly. We make every effort to make sure every leak is located to the best of our abilities. The technician that performed the work at your home has over 15 years of experience in leak detection and is among the best in the world at what he does.

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  A summary of the issues:
  On 4/27/2023 from 12p-12:45p CPL Cable Pipe & Leak Detection came out to my property (********************************************************************) looked for a leak under the carpet for a leak because the carpet was soaked. They determined that there was no leak and charged me $325. My tenant at that residence is still complaining that there is a leak and CPL Cable Pipe & Leak Detection company refuses to come back out to look for a leak. I called them 3 times and *** & ***** refused to come back out to look at my issue. So, now I am stuck with a leak and my tenant is still complaining to me to fix it and I am out $325 for this issue that was not resolved by CPL Cable Pipe & Leak Detection.

  

  Business Response

  Date: 06/19/2023

  We have had several conversations with ************************ regarding this work.

  On Thursday, April 27 CPL's technician performed a leak detection to the best of his abilities.

  It is noted: "Checked for leaks on pressurized water lines in unit with equipment 
  ran all drains, drains run as they should, with carpet pulled up area drying 
  no plumbing leaks detected, customer to monitor area ,call ******************** if needed."

  On or about May 5th at 9:30 am ************************ called CPL to say that she would like CPL to return for further leak detection. In that conversation she stated that she was dealing with a difficult tenant and believes there may be an issue with them reporting false water issues in order to get out of the lease with her. She said that the tenant would soon be out of the unit, and would like CPL to return for further leak detection. We advised *** that we can return at a future date if needed, offering no charge for the first 30 minutes of service.

  A week or so later, ************************ called to say that she wanted CPL to return to perform another leak detection, free of charge. It was made clear to her that CPL would gladly come out to continue service, but there may be charges if the leak detection goes beyond 30 minutes to an hour. She found this unacceptable.

  It is worth noting that CPL's technician had limited access to the areas of the home and neighboring unit due to an over accumulation of stuff and difficult tenants. This was acknowledged and confirmed with Mei. 

• Initial Complaint

  Date:09/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We planned to have part of my property demolished, and we wanted to have the water lines located so that we could terminate them without having water pipes leaking during the demolition. Therefore, we called Cable Pipe & Leak Detection (CPI) to come and locate the water lines on our property. On April 11, 2022 two CPI employees came out and worked with their instruments and charged us $530.00. They told us there was a copper waterline running from the house to an outbuilding that was going to be demolished. Additionally, they located the main PVC water line to the house correctly and told us that a secondary PVC waterline providing water to the portion of our property which was going to be demolished was located a few feet from the water meter. We then hired a laborer to come out and dig for the copper water line identified by CPI to be running from the house to the outbuilding and also for a PVC secondary waterline identified by CPI to be within a few feet of the water meter. The laborer dug large holes, both deep and wide looking for these pipes. There was no copper water line running from the house to the outbuilding. A single PVC water line that was providing water to the area being demolished was located about 100 feet from where CPI said it was. All the extra digging by our laborer cost us a lot of money and time. We tried to resolve this issue with CPI and spoke to a supervisor. He said he'd get back to us. He didn't and we called him back and left him a message a couple of times. He still never got back to us.

  

  Business Response

  Date: 09/20/2022

  On April 11, 2022, two CPL technicians arrived to locate copper and PVC water lines for customer **** & ********************************

   Customer advised ******************** when calling in for the service that there were multiple hose ****** and a backflow to serve as location points for technician's equipment to connect to, however as stated in the notes, there was an apparent issue with water pressure/signal and all location marks were approximate. 

  It was also made very clear to the customer that one of the lines had no water flow and the location of that line could not be identified. Having spoken with the technicians regarding the service, the technicians are of the opinion that the best effort was made to locate the lines with properly working equipment. Keep in mind, any and all underground utility locating is not an exact science and is subject to subsurface variables, water pressure, and ground conditions. Further, it is always CPL policy to return to a job when a leak or line is not where originally detected, at little to no additional cost. Our customer's satisfaction is of utmost importance. However, in this case, the Huffmans never called CPL to let us know that lines were not found upon excavation. Calls were only made on April 25th, two weeks after the original markout and after the ********* made the decision to have labor dig unnecessarily. CPL's terms and conditions was signed by customer.

  Customer Answer

  Date: 09/20/2022

  CPL said there was a copper water running from the house to the outbuilding.  There was NO copper line running from the house to the outbuilding.  Our laborers dug for a non existent line.  We called CPL THREE times to complain.  The last two times we left a message for the supervisor to call us back and he never did.  The water line serving the area to be demoed was found 100 feet from where it really was.  100 feet is NOT an approximation.  The laborers were out there digging because we had to cut the water lines that were serving the area to be demoed. They were not digging unnecessarily.  They were digging because it was a necessity and the digging was much more extensive due to CPL's gross error of not locating the water line in the proper area.  The area was 100 feet away!