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Business Profile

Leak Detection

American Leak Detection
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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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Complaint type

  • Initial Complaint

    Date:08/16/2022

    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.
    On 7/9/22 the gas company informed us there was a gas line leak somewhere between the meter and our house, a distance of 300 feet. We contracted with American Leak Detection to locate the leak. Over the next two weeks, ALD technicians responded on three different dates. On 7/13/22, they said there was a leak somewhere, but unable to locate it. They requested we have a plumber install an additional gas shut-off outside the house to help isolate the area outside the house. We hired a plumber to install a shut-off outside the house. Cost: $1,651. ALD returned two days later, again unable to locate the leak. A week later ALD returned. This time they said the leak was at the east end of the patio in an area that required the removal of a stone retaining wall and a section of concrete patio. They marked the location, and we contacted a plumber to make the repair. The plumber said the area wasn’t marked properly by ALD and he didn’t want to tear up the wall and patio only to find the leak wasn’t there. He recommended using a different leak detection service. We scheduled that detection service. They arrived and within a few minutes identified the leak, It was located at the meter box (300 feet from the patio area indicated by ALD). They repaired the leak that same day. There were no additional leaks in the line. The gas company tested and restored service. ALD fell short of what was contracted. They never found the leak. They caused unnecessary delays (no gas service for three-weeks) and unnecessary expenses (no need for the additional shut-off at the house). Potentially, it could have been much worse had the plumber demolished the retaining wall and patio only to find there was no leak there. 

    Business Response

    Date: 07/03/2024


    We reviewed the letter Mr. A**** sent to us and acknowledged the technician marked the incorrect leak location. We left him a message informing him the fee charged for the leak detection has been waived. He responded by thanking us for assessing the problem with, “fairness and understanding”.    


    -R******* 

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