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Business Profile

Plumber

American Leak Detection

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:01/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 called the office twice and spoke to a women. We talked in circles as every question I asked about the service they provide she would not give me a yes or not answer..until the end of the second call I asked will I be given direction on how I can remedy a water intrusion problem. She said yes.I specifically asked if the company only deals with pipe leak detection as I am not dealing with a pipe leak but water intrusion and need to know how to keep the water out of the foundation. I explained this many times. I explained many times that the meter at the street is not spinning so no water is running in the house from pipes. I was very clear about this. She still encouraged me that they can take a look and they would no what and how to remedy the water issue. At the appointment a man showed up and tested for a PIPE LEAk and had no advice or idea how to fix the water outside. I questioned him at length to try and get info about where I could go next , he had no clue. I needed urgent help and this company took advantage of that and wasted my time.

    Business Response

    Date: 04/12/2024

    Hello,
     
    Please see our attached response to this complaint.

    Please let us know if you need anything else.

    Sincerely,

    ***********************
    American Leak Detection
    **************  

    Customer Answer

    Date: 04/12/2024

    I am rejecting this response because:

    In the phone conversations they were elusive and about the services they could provide in order to get me to book. They led me to believe they would give me more answers. The gave me no service, someone showed up and tested for a pipe leak which I explicitly told them multiple times that I dont need that test. They did not perform any test for what my issues were.


    Business Response

    Date: 04/16/2024

    We are sorry you misunderstood; we clearly explained multiple times what we do and what we do not do, as stated in the emails, as well as on the phone. We are not in the habit of misleading customers, like you are suggesting. In over 35 years in operation, this is our first BBB complaint - we are upfront and honest with our customers, which is part of why we are a successful business. At no point did we say we can remedy water intrusion - this was brought up on the very first phone call, because that is just not something we do. We do not give referrals to other businesses either, which was also explained, and which is why ************** could not give you advice on where to go.

    Attached, once again, are the emails stating that we could not help with what you were looking for. Once that was explained, the appointment should have been cancelled if that is not what you were looking for. ************** came out and did the job that was described to you, which is why you were billed for the service.

    Our customers are nothing but satisfied, and when they have a question or concern, we readily answer with what we know and try to help as much as possible. It is questionably unethical to have a company come out to perform a service that was well described to you, just to not pay for that service.

    This invoice has been written off, and we cannot do further work for this customer.

American Leak Detection is NOT a BBB Accredited Business.

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