ComplaintsforAmerican Leak Detection

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hired American Leak Detection was advised an extra $125.00 would be charged for out of the area travel services. Technician showed up,I asked for a total which was $350.00 paid that total with a check and was advised they waved the extra service charge of $125.00 for being out of the area. Noticed I was sent an email for an additional $412.50 called the office and spoke to *****, was very rude and advise me to pay $412.50 for an out of service area charge which is ridiculous! She raised her voice and said pay or go to collections. She also said she left me a voice-mail regarding this matter which is not true. Asked to be transferred to management.Got the same treatment from management. I would have gladly written a check for the total amount.Had I been advised by the technician correctly. I would have never hired American leak detection.Had I known an out of service area charge was going to be $412.50 I never would have sone business here. Consumers beware about this business.

  Business response

  05/23/2024

  Hello,

  The customer was advised of the travel charge from ********* to ******** prior to scheduling the appointment. At the time of service, our technician did collect the detection *** of $350 but the travel charge was still owed.( under the assumption that the office collected the travel charge prior to the appointment) Once he left the property, he called the office to clarify the office called the customer to collect the travel charge 10 minutes after departure. 

  Note on schedule from office dispatch:

  tech collected the det *** but forgot about the **
  called and left vm to collect the ** 4/29 134

  The customer received a past due invoice and called the office upset that there was still an open balance that was past due. Please see the attached work order authorization form that was signed by the customer stating in several areas that mileage ***s will be charged. She was verbally told this and refused to pay becoming aggravated until she hung up on us. 

  Please see attached snip it of invoice being sent the day of the appointment to correct the amount owed to ******************. 

  Business response

  05/29/2024

  I sent all requested documentation to the email address provided. 

• Initial Complaint

  08/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I got an email from Las Vegas Valley Water District that I have a water leak. I called my plumber who recommended to me American Leak Detection tel ************* who sent Luis C****** In his report he said found no leak and that he performed electronic Leak detection (which he did not and I was with him all the time). He just did water bucket test in the swimming pool. It says that they guarantee the work in 30 days. I called them to send a good person Rob to do the leak detection using electronic leak detection. However, I was told that I have to pay again $275.00 (senor discount $25.99) and not honoring the guarantee of 30 days for free.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2021/08/16) */ this homeowner was informed that we would send rob out. if he had the same results she would need to pay the detection fee. if it was different, and luis was in fact wrong, there would be no fee, as we guarantee the original detection. it is ridiculous to think if a homeowner doesn't like the results of one technician they can have another come out with no charge!! Consumer Response /* (3000, 7, 2021/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Electronic detection was not performed during the visit. Business Response /* (4000, 12, 2021/09/20) */ this is crazy. again, we informed the homeowner, we would send out the technician she has requested! all we request, is if we find the same thing as the first tech, she is charged another fee. if the findings are different, this detection is free as we are standing by the original findings. it isn't a hard concept. if she is wrong, she pays, if the company is wrong she doesn't pay. Consumer Response /* (4200, 17, 2021/09/27) */ The American leak detection sent again after my complaint made to you on Aug. 31 at 2:30 pm the same person Luis ******* And this time I saw him with the big baggage for metal electronic detection (which he did not have the first and claiming that I just did not notice - a big lie). Britney (I think she is the manager) told me that if the finding is the same, I have to pay again but if different, then I don't have to pay the second time. Luis was even upset that I reported to BBB. This time Luis using an electronic detection found the leak from my water softener which I had asked a plumber to replace with new one. I asked the American detection leak to send me the 2nd report with different findings. Instead of the 2nd report, they sent me again a xerox copy of first report on July 21. I called them and talked to Megan today at 3:30 pm and to tell Britney to send me the second report. Business Response /* (4000, 20, 2021/09/28) */ this homeowner keeps calling to talk to different people to get the answer she wants. she has spoken to the owner, the manager and the person that invoices. when she calls she won't ask to speak to anyone that has already told her what is needed. simply put, the technician did a detection on her pool (and discounted the invoice substantially). she said she wanted a different technician to come out she wasn't satisfied. when she was told no, the same tech went out, but tested something completely different-finding a different issue. however, she said she isn't paying. so if she isn't paying, the information we have will not be given her. if she would like to pay $100 for the full price of the pool detection we will send her the 2nd report. and fyi-brittney isn't the manager. this is the last time i am wasting my time with the ridiculousness!! this homeowner is trying to get something for nothing, and we haven't bent over as far backwards to accommodate her as we can. Consumer Response /* (2000, 27, 2021/10/04) */ You actually did help me a lot. Now they emailed me the 2nd findings and no longer charging me again. Again thank you.

*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. ↩