ComplaintsforAccurate Leak Locators, Inc.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted my homeowners insurance Wawanesa on 11/18/21. I have a leak in the front lawn from my water main. Wawanesa Insurance gave two leak detection companies and told me I could call either one and was given a claim number. I called Accurate Leak Detector and they sent a plumber to my residence. The plumber inspected my property for a leak and left a very generic invoice with no information. My wife was told Accurate Leak Detectors would prepare a report for my insurance. I never received a copy of their report and I had to reach out to Wawanesa to obtain a report. The report did not contain any information regarding the origin of the leak or where the pipes ran. I called Accurate Leak Detectors and asked about the lack of information regarding the leak. I was told they inspected the property and that a leak was found in the front yard. I told them I knew that and that I wanted to know where the leak was exactly and how the pipe ran. I told them I expected them to label and or mark it in the front yard. I was told they inspected the property but they would not share the information as I would provide it to another competitor. They were paid $275 dollars for a service they provided but are unwilling to share their findings. Their report contains nice pictures but no leak detection. Instead of detecting the leak they charged me for an estimate. This is unethical as I paid for them to detect the leak and give me specific information as to the location and possible rout of the water main. I contacted Wawanesa with my complaint about the lack of information and they agreed that the report was lacking the leak detection. They said they would no longer use this company.

  Business response

  12/29/2021

  Good Afternoon,

  We are in receipt of this complaint.  The customer did call our office on December 13th and we believed that he was satisfied with our explanation at that time. However, this complaint was later made and I will address his complaint below:

  1. The paperwork that is left with the homeowner is the authorization form that allows us to perform the testing on the home.  The insurance company (Wawanesa) received our leak detection report.  The reason that the report was not first sent to the homeowner was due to the invoice and report being requested by Wawanesa as part of the investigation for the claim the homeowner filed.  Wawanesa PAID for our inspection (the homeowner did not pay for our service).  That is why the homeowner had to get the copy of the report from Wawanesa.
  2. During our leak detection we determined that the leak was in the main line from the street to the front service of the home.  The homeowner stated in his complaint that he expected us to “label and or mark” the location of the leak.  If he expected that we are sorry, however, that was not a statement that was agreed upon.  Due to the type of line, foliage, soils, brick/retaining wall, etc. we are unable to pinpoint the location of the leak within this main service line.  At no time did we state that we could pin-point the location of the leak.  We can only provide an estimate for replacement of the main line.  This estimate was provided to the insurance company as well as the homeowner.
  3. As far as us stating that we cannot share information as it may be shared with our competitors, he perceived this incorrectly.  We only stated that if you are having others perform the repair services at your home, we would recommend that they perform their own testing to confirm the repair required and not only go off of our findings.  As a company we would not perform repairs based on the report provided by others and we always require that we perform our own testing/leak detection to determine the repairs needed.
  4. As for the homeowner stating that he paid for our service, that statement is false.  The leak detection was paid for by Wawanesa as investigation/expense to determine what the leak was that was occurring at the home.  This leak detection service was provided and Wawanesa understands what occurred during this inspection and is aware of our findings.

  Please don’t hesitate to contact us for any additional information that you may require.  Please confirm receipt of this email.  Thank you for your time.

   

  Thank you,

  *****

  Accurate Leak Locators, Inc.

  ###-###-####

  Customer response

  12/30/2021

   I am rejecting this response because:1
  

  
  

  1. I filed a claim with Wawanesa and the claim adjustor ***** ****** give several leak detector companies for me to pick from. I personally called Accurate Leak Detectors and requested their service. Wawanesa did not request the service I did. I also have a $500 deductible which is where the money came for the service

  
  

  2. Accurate Leak detectors did a leak detection analysis. They have some nice pictures with some fancy equipment. Unfortunately, their leak report was nothing mor than a estimate for repair work.  ***** ****** is the claim adjustor and said he had never seen such a poor report and it had no vital information and was worthless. He went as far as to say he would no longer be recommending Accurate leak Detectors. ***** ****** is the underwriter for my plumbing insurance, and she too was very disappointed with the Leak Detection report. She felt Accurate leak Detectors did not address the leak report and felt it was more of an estimate for repair work. Please feel free to contact either claim adjustor as they share my displeasure of the Leak Report. Furthermore, I never received a report from Accurate Leak Detectors it was forwarded to me by ***** ******.

  
  The Hartford Steam Boiler Inspection and Insurance Company Wawanesa Insurance
  ***** ****** ***** ******
  *** ******* Rd. ###-###-####********
  Suite **** ******@wawanesa.com
  *******, TX *****
  Telephone: *********3Fax: **********
  *****_******@hsb.com
  

  
  

  3.I called Accurate Leak Detectors twice and I did not perceive anything wrong. The first person I spoke to clearly told me that they would not share the leak detection information because I would probably hire someone else. I found this statement to be unethical as they were paid to provide a leak report and they were withholding the information. I called back to file a formal complaint and the second lady was more informative and told me that they do not mark or label the yard for leaks. I know no company would do the repair work based on Accurate Leak Detectors report because there is simply no information and anyone coming over would have to start from scratch.

  
  

  4. I did pay for the service from my $500 deductible. Wawanesa cut the check but ultimately it came out of my pocket. I called and requested Accurate Leak Detectors and requested their service. I could have chosen from three different companies, but I chose Accurate Leak Detectors, and I requested their service. A leak detection service was provided but the information was withheld. Just look at the report, it is nothing more than an estimate. Both claims' adjustors where disappointed with the report and said it was the worst report they had ever seen. It had no information about the leak, and I could clearly see with my own eyes where the water was coming from.  Please feel free to contact them and they can collaborate their displeasure with the report. 

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