ComplaintsforAmerican Leak Detection

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  American Leak Detection of Metro ****** (***) was hired to locate and repair a leak in a hot water pipe; the pipe was under concrete slab in my kitchen floor. On July 12, 2023, an *** tech accessed and replaced an 18" section of the pipe. My homeowner's insurance company had agreed to pay the charges related to accessing the pipe and then restoring the concrete slab, and *** agreed to bill the insurance *** directly for these costs. My only responsibility was to pay for the time/materials for the tech to cut out and replace the leaking section of pipe. Prior to contacting *** I had obtained an estimate from a local plumber; this plumber stated that in addition to the costs to be paid by my insurance ***, my out of pocket cost to replace the leaking section of pipe would be $200-$300. ***'s estimate to do all the work was $5,000, and I asked the technician how much of that cost I would need to pay. He said that replacing the leaking section of pipe was a "small part of the job" and that my cost would be several hundred dollars. Based on this information, and because the insurance adjuster said they had worked with *** before, I authorized *** to complete the work necessary. Shortly before starting work, the *** tech advised me that my out of pocket cost would be $1,400 instead of the "few hundred dollars" originally stated. When I disputed this amount and asked him to check on it, he reiterated that this was the amount I would have to pay. Given that the work was ready to begin, I felt I had no choice but to pay the $1,400. Altho I didn't know it at the time, apparently the insurance *** had only agreed to pay $3,600 of the $5,000, so *** simply billed me for the difference instead of just the cost to repair the pipe. On August 16, 2023, I sent a letter to *** disputing the $1,400 and asking for a partial refund of $1,100. To date, the company has not responded to my letter. A copy of the letter sent to ***, as well as ***'s invoices, are attached.

  Business response

  09/13/2023

  ****,

  I am sorry you feel our time is only worth $300. We provided a price breakdown to both you and your adjuster and you both agreed to the payments. Further our office explained to you what you owed before we even began work. In a sensible world your insurance would pay to replace the pipe but they did not. Our technicians are highly trained and have undergone several years of training to be effective and efficient at what they do and in return we feel there time is quite valuable. You are not going to get a refund on a bill you agreed to pay before work even started. Thank you

  Customer response

  09/20/2023

  This is the first reply I have had from BBB regarding my complaint.  I did not receive any request from BBB to confirm whether or not my complaint had been resolved, and I was completely unaware that the vendor had posted a reply.

    I would like to have a chance to reply to the vendor's statements, some of which appear to be deliberately disingenuous in how they are phrased -- and I would like my complaint, the vendor's response, and my reply to them (when I am able to post that) to be public.  Thank you,

  Customer response

  09/25/2023

  The statements that (1) our office explained to you what you owed before we even began work and (2) *** provided a price breakdown to both you and your adjuster and you both agreed to the payments, are misleading. What you fail to mention is when I knew what I would owe, under what circumstances I was given this information, and when *** provided the price breakdown.

  June 30: *** used detection equipment to locate leak. *** tech then stated that the cost of the repairs would be $5,000, and that my portion of this cost would be several hundred dollars see previous statement for details. Based on this information, the repair work was scheduled for July 12, the earliest appointment *** had available.

  June 30-July 12: Adjuster and I both reached out to *** to request written cost breakout. I wanted written confirmation that my out-of-pocket (***) cost would be the previously stated several hundred dollars. No response from ***.

  July 12: Just prior to starting work, the *** tech advised me that my *** cost would be $1400, not the several hundred dollars previously stated. Because this was unexpected, I asked him to check on it; he made a phone call, then said the $1400 couldn't be changed. Since I had been without hot water for several weeks, and there was already damage to my kitchen & living room, I felt I had no choice but to agree to pay the $1400 so that the repair work could go forward that day and then, with the help of my insurance company, address the unexpected $1400 *** cost with *** later. I paid *** the $1400 by credit card on July 12.

  July 13: *** sent invoice. Invoice showed only the total cost, the $1400 I had paid, and the $3600 difference as the balance due from the insurance company.

  August 4: After an Aug 2 email inquiry from me, *** emailed an adjusted invoice with a detailed breakout of the costs paid by the insurance company, but no breakout of the *** cost to me (just a flat fee of $1400 for Pipe Repair).

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  At ************************************************** had a yard water Hydrant at myhorse property. The pipe was leaking. asked this company tocome and find the location of the leak. they came in 3 times . thefirst 2 times was wrong even though i had to pay for digging theground for 5 feet. on third time they located at the bottom ofHydrant valve. I did dig and repaired that. still leaking at the otherlocation along the *** pipe from the house to the field. I askedthem to com and locate it again. they don't want to do that andwant to charge me again.

  Business response

  09/29/2022

  Moe,

   

  After our first locate we came back and located a second leak for you at no charge. I was very clear with you that the way any leak detection service works we can only find one leak on a given line at a time. We would happily locate additional leaks on your line but it would be a continuing rate. We have been up front with you from the start and even came out to help you on weekends.

   

  Customer response

  09/30/2022

   
  Complaint: 17757213
  
  I am rejecting this response because:

  First the attached invoice is for $450 why they charge my credit card $500.

  Second, when i place the order for leak detection, American Leak Detection never mentioned or informed me the number of time they have to come to detect the leak is limited to 2 times. After ******** they have not been able to locate the leak location they informed me its needed to be charged additional $500 for finding the leak location. 
  
  Sincerely,
  
  *************************

  Business response

  10/07/2022

  Mo,

   

  we have told you on more than one occasion that we can only find one leak on a given line at a time. You even complained on site about this when I told you. Needless to say we marked two leaks for you and only charged you once. This leak could have any number of leaks on this line and we cant go out there continuously at no charge. You were refunded the $50 that was charged for helium but did not show up on the invoice. We have gone above and beyond to help you but some lines are just bad and have many leaks. 

  Customer response

  10/15/2022

   
  Complaint: 17757213
  
  I am rejecting this response because: I expected you to find the leak no matter how and wher is the location or locations of the leaks. Nowhere you informed me if its multiple leak there will be additional charge or additional charge for more than one leak.

  So far i didn't receive the $50 credit.
  
  Sincerely,
  
  *************************

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