Complaints

This profile includes complaints for Hydroscout Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hydroscout Group, Inc.

  445 E Hwy 90 Defuniak Springs, FL 32433-7444

  
• 

  Hydroscout Group, Inc.

  PO Box 519 Freeport, FL 32439-0519

  

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:09/27/2024

  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.

  When I called HydroScout, I told the phone tech that we already knew the issue I was having was moisture was coming up from the slab, it was NOT a plumbing leak. But I needed someone to ID the source of where the problem was on the slab. She insisted that I had to pay the $350 for a plumbing leak detection "just in case" before they could look for water intrusion issues. =>i was clear with her that i didn't want to spend the time or money UNLESS the tech that comes out can tell me WHERE the SOURCE OF WATER IS COMING IN from the FOUNDATION/SLAB. =>Her response was that it can come in from one spot and "travel" to other places in the home and ASSURED ME the tech could FIND the SOURCE of WHERE the water coming in from the slab using an INFRARED TOOL. Based on her assurances I would actually learn WHERE the water is coming from on the slab, I booked the appt. =>when the HydrScout tech arrived on 9/19 He said THERE IS NO WAY HE CAN DETERMINE THE SOURCE OF WHERE THE WATER IS COMING IN from the slab USING INFRARED EQUIPMENT. ??? The tech did exactly what I'd already done, he used his moisture meter on the floors and took photos. This is the exact opposite of what I was told on the phone prior to setting the appointment and the ONLY REASON I HIRED THEM TO COME OUT, as I already used thh moisture meter myself. When I called to explain the communication disconnect, Josh, the regional manager based in Winter Haven, FL told me the PERSON ANSWERING THE PHONE WAS NOT RESPONSIBLE FOR PROVIDING ACCURATE INFORMATION RE THE SERVICE PROVIDED. He said "her job is to set the appointment". Who then, is responsible for customers getting accurate information and why wasn't i forwarded to that person? There is tons of rain in Gainesville right now and this company is making a boatload of money on me and other customers they really cannot help. It is unethical to schedule appointments when you cannot meet the customers request - just say "no we can't help with that".

  

  Business Response

  Date: 10/07/2024

  I went back and listened to the original 23-minute phone call when the customer called and asked us to conduct an inspection.  The customer did state that she was certain that she did not have a plumbing leak and that her water meter was not spinning.  We informed her that we could do a "water intrusion inspection" and could determine the source of the reported water spots.

  Our inspection confirmed there were no active pressured or drain related leaks and no sources of water intrusion from the exterior.  The widespread elevated moisture levels were caused by water vapor rising up through the vapor retarder (plastic sheeting below the floor slab).   I believe our testing was conducted as per industry standards and our report was consistent with our findings.  

  The issue of widespread water vapor transmission is not like pinpointing a single pipe leak.  There is not "spot" that is leaking.  This is the statement we commonly use in our reports.  "As water vapor transmission is a naturally occurring phenomenon, it is impossible to entirely prevent. Its effects may be mitigated through the application of a penetrating concrete sealer. Damage may also be mitigated through the use of tile or carpet rather than wood, laminate, or
  vinyl because they often can facilitate the passage of water vapor rather than trapping it."

  Please let me know if there are any questions regarding this inspection.

  Thank You

  Danny ********** - Operations Manager

• Initial Complaint

  Date:03/08/2023

  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.

  Leak detection services were provided by Hydro Scout LLC and Hydro Scout Group, LLC and the technician indicated a leak was located. The leak issue was further complicated when the service member caused additional damage to the leak when attempting to locate same. The service member then performed a "repair". The tenants were present during the appointment and associated repairs and have provided the photographs and related statements rendered by the service member. ****** ***** ***** has continually stated that the leak has not been repaired and/or properly located via written communication to the tenants. When I contacted the company regarding this issue, I was told that the company would only locate one (1) leak and that other leaks could not be located during that initial service. I explained in an email to the company that this is problematic at best. If your entity requires multiple appointments and multiple payments to locate multiple leaks, this possibility should have been addressed prior to the extension of the services rendered. I think it reasonable for consumers to infer that "leak detection services" would find all leaks. This seems to be an issue that should be presented in contractual form or in other written proposals. No such possibility was addressed with me either verbally or in a written estimate or other contract. I intend to pursue this matter via this complaint and other legal remedies, as not only do I feel as though pertinent information was not provided or was intentionally withheld. This company is engaged in deceptive practices in seeking out singular leak detection, only to request additional sums for the services for which I have already provided payment, in seeking “leaks”, as opposed to “a leak” during the initial service appointment. I asked for a refund of the fee via written demand in the amount of $350.00, as I am now required to retain another company to locate all leaks and another plumber to address any additional repairs. Further, I am unsure as to whether the technician’s unauthorized work on the piping that was damaged has led to addition issues in the pipe work throughout the residence. Upon further inspection, I intend to pursue all damages and costs as they are uncovered.

  

  Business Response

  Date: 04/06/2023

  To date 743 customers have given us an average 4.9-star review.  So, I feel confident that the vast majority of our clients are completely satisfied with our services.
  
  You contacted HydroScout and scheduled leak detection service due to the higher-than-normal water bill.  We quoted you the price of $350.00. On January 5, 2023, we arrived on site, read the water meter, and determined that there was a 27 gallon per hour leak.  We then conducted our electronic leak detection inspection and located a leak on the PVC water line in the yard.
  
  As a courtesy, we dug up the leak so that the plumber could be informed of the size and type of pipe that will need to be repaired.  When we exposed the leak, we realized it was a crack along the bottom side of the PVC pipe.  Once exposed, the crack grew larger and separated.  We immediately turned the water supply off.  Rather than leaving your tenant without water, we installed a PVC repair coupling on the leaking pipe.   He then checked the meter and confirmed there was no longer a leak.  We also ran a pressure test to prove there were no other active pressurized leaks.  We charged only the agreed upon price of $350.00.  
  
  When you emailed us 54 days later and stated that there was still higher-than-normal consumption, we offered to make a free follow inspection, you refused.  I believe HydroScout pinpointed your leak, exposed it, helped your tenant get the water service back on, and tested the system to prove there were no other leaks ….. all for the agreed upon price of $350.  I can’t even begin to understand what part of this was upsetting to you. 
  

• Initial Complaint

  Date:08/16/2022

  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.

  I paid $350 to have Hydroscout conduct a complete video inspection of my home's sewer lines. According to their website, Hydroscout "... conducts an in-depth video inspection of the plumbing system and provide a full color DVD recording of our inspection... a detailed written report of our findings along with a complete mapping of your pipeline's location and depth throughout your property. We diagnose the exact cause of any drain related problem, document our findings and provide a clear report on the sewer drain's condition." The service we received differed greatly from their claim. We received an incomplete mapping of our sewer system, did not receive any information on pipe depth, and a sophomoric drawing that confuses engineering views. The drawing provides no detail or measurements on the pipe (e.g. How does the washer machine line connect to the kitchen? Where is the bend? What is the length of pipe?). Instead we get a confused drawing showing perfectly straight pipes even though it's not possible given the house floor plan and offset between rooms. In their inspection, Hydroscout entered the drain lines through the roof and pushed only as far as the family room where they found pipe that needs replacement. They then went in through the main line c/o and pushed the camera only to the first guest bathroom. There is an approximately 15 ft section where the family room pipe drains into the main line -- which is the main pipe transition in our home --where 2 showers, 2 toilets and the family room combine before draining to the exterior. The problem we face now is that we cannot get an estimate to replace the drain system by home contactors with this section missing from the inspection. What is their scope of work? Hydroscout now wants another $250 to come to my home to complete the job I already paid for. They hide prices on their website and now claim I must pay additional to remove toilets (when unnecessary) and for "extra time". This is unprofessional.

  

  Business Response

  Date: 09/06/2022

  We have contacted the customer and have made another visit at no charge. The video itself shows the pitch of pipe and the depth as the camera goes through the system, but the customer may not have known this. We will do whatever is needed to satisfy the customer. I will contact the technician and the customer to make sure we met up to expectations. - Mark