ComplaintsforAmerican Leak Detection, Inc.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had a leak in my home. A contractor suggested I call a leak detection company to locate exact location of leak. I called American Leak Detection and explained the problem, they assured me that they could locate the leak for $400. I was not informed of any service fees or additional plumbing additions would be needed. The person on the phone expressed and guaranteed me that their person would locate the leak at no additional cost. When they came to my home, they advised to have a hose bib installed by a plumber (additional cost for me) in order for them to locate the leak. When I talked to American Leak, I informed them that they did not locate the leak. Why should I pay $400. She said for a service fee. I stated I should have been informed of the service fee in the beginning and why is the service fee the same price as the job. She then said well we have to be paid something for coming out. I stated to her this should have been discussed before they came out. She then said the cost would be for $150. She sent me an invoice for $150. I expressed $150 is too much and the invoice states cause/origin not service fee.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Below is the most recent email that I sent to American Leak Detection Good Day, I’m not sure what’s going on in your office, but frankly I’m very concerned at this point… On Dec 15th your employee’s were here for approximately 2 hours, located the leak correctly etc… I spoke with the younger of the two technicians (Damian I think) who were here and offered to make payment. I was told he could only take cash or check. I explained that I don’t carry that much cash, and don’t even have checks to write etc… I was told that I would just be emailed an invoice and that Jerry would be talking with me before he left. Nobody came and spoke with me, gave me the final price, etc… they just Left. I was easily located on my driveway, and at the leak location 5 feet off the driveway, if someone was looking for me they could have found me and I also had my phone with me to receive any calls from your techs. On Dec 19th I had a Kevin from your office call me in reference to services provided on Friday Dec 15th. This contact from Kevin on the 19th was the first contact since the 15th. I was out on a walk and told Kevin that I’d never received an invoice, and he told me that he had emailed me one. I told Kevin, I’d review the invoice and call him right back as soon as I got home from my walk. Upon getting back home I found this invoice and was quite concerned about the apparent errors in it. I immediately called Kevin back at the number he called me from 817-542-1134 and left a very detailed message explaining what appeared to me to be a billing error… I explained to him that I was more than willing to pay the invoice, but not the errant amount. As of the writing of this email, I have now left two messages with Kevin and still haven't received a response from him or anyone else in your office. This is now my fourth attempt to make payment on this invoice. However, I’m not going to pay the errant amount billed. Your techs were here for roughly 2 hours, which according to your agreement, 2 hours are included in your base charge of $515.00 for external leaks. Your agreement also gave an estimate of $515.00 not $1000 Plus… Yet, on the invoice, I was charged for 2 (two) additional hours of labor. This was never explained to me by Kevin, any of the techs onsite, or anyone in your office. How can you bill me for 2 additional hours, when your techs were only here for 2 hours? When your crews first arrived here, I walked the property with Jerry, who seemed to be the lead technician, and showed him where everything was located etc… during the walk I explained to Jerry that I am a medically retired disabled veteran living on disability and that I would greatly appreciate any and all help I could get with the bill. Many local companies offer A veteran’s discount, etc... Jerry told me that they would work as quickly as they could, but still do a good job, and that they (your company) had two crews out there, but I was only being charged for one crew and that would have to do. (For the record, your techs seemed to work quickly and efficiently and correctly found our water leak. Thank you.) The only thing that “seems” to make sense is that you all billed me for the extra tech being there, despite the fact that Jerry told me I wasn’t being billed for it, and despite the fact that I was never advised of this, or agreed to it. In either case, this doesn’t become my responsibility to pay for it. As I was writing this Kevin called me back at about noon, this date. He “claimed” that he never received my initial voicemail on the 19th and stated that he had been out of the office sick with Covid. In either case, it’s not acceptable that someone at Kevin’s level and position at your company doesn’t have someone checking his voicemails and taking care of issues in his absence in a professional company. I explained everything to Kevin again, and he told me he would have to call and verify everything with the techs, and that he would call me back with his findings. I’ll gladly pay you the 500’sh (five hundred’sh) dollars I agreed to, but will not pay the errant Invoiced amount as I have no legal obligation to do so, and of course, it’s not correct. Also, because of the way this all has happened, I no longer feel this was just bad management and communication… I feel I have no other choice but to get ****** ********** Office (******** ******* ***** ** ********) involved at this point as well as the BBB. This most certainly appears to be some kind of bait and switch tactic of some sort, and knowingly billing me an incorrect amount hoping that I would just pay it and not question it. Update Thursday Dec 28th. Kevin finally called me back and left me a message and resent the errant invoice. I attempted to call him back, but of course I had to leave a message as usual. I again advised Kevin that the invoice was not correct and I would not be paying the errant invoice amount, and reminded him that he was supposed to be getting a hold of his techs and getting back with me about correcting the invoice. Cc: ****** ********, ******** ******* ***** ** ********, *** ****** ******* ***** **** ****** ***** ** ***** *** *** ******* ************ ** ****** ***** ********* ** *****

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired American Leak Detection of ***** ******* located in ******* ** License #**********, ********** to locate a leak in my bathroom. I was given a report stating where the problem leak was, and what needed to be repaired by the technician that was sent to my home who is also a licensed plumber. Once I received the report, I tried to book the repair work with American Leak Detection, thinking they’re familiar with the leak because of their findings. I received no response when I tried to book the repairs with American Leak Detection with several calls requesting the plumber that made the report. I hired a different plumber to investigate the areas that were determined to be the source of the leak according to the report from American Leak Detection, and the plumber used a scope to investigate behind the tiled wall and areas that were listed in the report but came up with no such detectable leaks. I have documented and attached the photos to this complaint of the suggested repair work in the report. The leak is not where the American Leak Detection plumber said it was. I would like a refund of the $400 fee they charged me for the bogus report.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  American Leak Detection came out to detect a leak at my residence. They said the leak was coming from inside my wall between the water heater and my kitchen. I had a plumber come out, open a hole in that wall and said that there was no leak. It was later determined that the leak came from a faulty washing machine. I took pictures of the hole in the wall and pictures inside the wall to show that there was no leak. I sent American Leak Detection the pictures. I've called them. They are calling me and sent me several invoices. They keep saying that someone else in their business was supposed to correct this, or management needs to review the pictures, etc. The last phone call I received, I said that if they contact me again, it would be harassment since I gave them the information with proof several times. I also had to pay additional expenses to repair the hole and paint it on a false reading on their end. Yet, they keep sending me invoices in the mail.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Date of transaction :11/28/2022 I requested assistance with a leaking pool filter housing. When the technician, Jeremy, arrived, he didn't seem to know that he had to close several valves before opening the filter housing. I showed him the valves. He then began to open the filter housing but stopped, saying he didn't have parts. He left and I never heard from him or anyone else again. Nonetheless, the company continues to bill me $595.00 for work that was not done. I subsequently made the repair myself. I do not believe I am required to pay this bill.

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