ComplaintsforPipe Doctor Plumbing, Heating, Sewer and Gas

• Initial Complaint

  06/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Fri. June 3,2022.I called the Ohio Leak Detection @419-340-3473 to find a leak in my concrete in ground pool. I was told they would be here on 6-10-2022.so l said OK. To my surprise on .Tues. June 7, l received a call that they had a cancellation and would be out that morning. l was also told that the technician would enter my pool, unbolt the bottom drain ,if needed, check that line ,the skimmer line, both of my return lines, run a listening devise through the lines or a camera through my lines in order to find the leak.l was also told they would check the under water light for leaks .When the the tech arrived he was not prepared to go into the water . ln fact he stayed in his truck on the phone for20 minutes, and again several more times .Each time he kept telling me how the price was going up .when he first arrived he said it was $139 to $199.before he ever took ANYTHING out of the truck. Then he said something about $495.It took some doing to get my pump primed but l did get it going. All he did was use headphones a a type of stethoscope device and put it on the concrete over where he thought the lines were. He then waked around the perimeter of the pool and put a little dye in the water several places .He then said if he did a pressure test on the skimmer line, that would bring my price up to over $800.It was at that point that li figured he did not have a clue and l was throwing good money after bad .I told him that he had done enough and that i would give him the $199.,and he could leave. He said that we were past the $199,But since he couldn't find the leak ,he would give me a DEAL and ONLY charge me $351.I feel he wasted my time and ripped me off for $351.The company I've used in the past was very satisfactory and did 10 times the work that this tech did. They used scuba equipment and actually did find the leak. that company charged $225.I would have used them this time , but they couldn't get here for 4 weeks. I don;t mind paying but l need results.

  

  Business response

  07/22/2022

  On June 3rd, I received a call from homeowner about pool leaks, he explained to me how upset he was with the other leak detection company he normally uses was a month out and that was completely unacceptable. When he found out how far out my company was he still was not happy about that either. However we still booked the appointment for June 10th. He was explained our dispatch fees, he was asked the normal questions as we try to get as much information for the tech prior to visit. He was told that yes if there was a need after all other testing was completed that we do go in the pool ( he was never told we go into the pool and unscrew the drain at the bottom of the pool) when we go into the pool we cap off the main drain if there was one at the bottom of the pool. He was told we have several different levels/ways of testing and that the tech would talk to him further and do an onsite review and give the best way to start testing from the findings. He was also told that if we found a leak we could repair onsite as our techs come fully stocked trucks to make repairs.  We have many different devices to use to locate leaks, we use dye, we using our Gen-Ear ( which is a listening device - "headphones a a type of stethoscope"), we have a camera, and we do if needed go in the pool and cap off main drain at bottom of pool. Our techs are trained to talk the homeowners about when they are noticing a possible leak, we have  procedures they are to follow and from all of that they decide which is the best route to start with. Then discuss with home owner and give them options.  

  Yes we did want to make the homeowner happy by trying to get there earlier than quoted, as we thought he would be happy since he was so agitated that all the leak detection companies were so busy. Therefore the  homeowner was called and given the option to get bummed up to that morning appointment since we had a cancellation that morning or he could have declined and kept his June 10th appt.  

  the tech's findings per his invoice which is attached- 

  Upon arrival homeowner said it has not lost water for the last 3 days or so. He never thought he was having an issue until he went to clean the pool and noticed it was NOT cleaning the bottom of the pool like it use to. It took about 20 or 30 minutes for the pump to prime between filling spa equipment and attempting to purge lines. However the owner had a bypass rigged up i noticed was draining the spa and pump in between operation because the valve was slightly cracked. Did not  notice anything showing the main drain leaking at all. Did not notice anything on the jet returns. If there was a leak on main drain, pool light or jets would have continue to lose water. Homeowner is not unsure whether his prime might have been acting up like it was today and his wife might not of purged skimmer hose air fully before attempting to clean. Did dye test was not showing leaks anywhere. Attempting to use the skimmer cleaner and the pool level was too low it was not allowing pump to keep prime from skimmer return. Recommended filling pool and making sure the hose air is purged properly the pump primes properly and then attempting to clean. Also ensure that the hose is firmly connected not loose and making a good seal since I noticed onsite it was a loose connection. If it loses water at that time we would dye test tile and bag the skimmer line and add an air test. Homeowner believes it may have been user error and will follow the next steps we provided to take.

   

  Customer response

  07/30/2022

  
  Complaint: ********
  
  I am rejecting this response because: I totally disagree with the pipe doctors response because  because the totally misrepresented what they said they would do .I have used AMERICAN LEAK DETECTION  in the past and was very happy with their work. the only problem is that they could not get here for so long. I now see that  the reason that the Pipe doctor was able to get here quicker is because they have virtually no idea as to what they are doing. Pipe Dr .said they went into the pool which was false . and a blatant misrepresention of what I was told. Tech had NO intention to go in the water. I did have to add water in order to prime my pump as I had the pump off so i would not continue to lose water. I  was surprised  that the Pipe Dr was coming over earlier than my appointment (That's why l was not ready for them.) By the way I never mentioned my wife not purging a skimmer line as my wife is disabled and does not work on the pool at all. Also capping off the bottom drain was never discussed.as it was NEVER believed to be the problem. He did indeed use the listening device .but did not appear to use it correctly as he said he could hear nothing. He then proceeded to walk around the pool and drop dye into the water from WAIST LEVEL. I KNOW to be effective dye must be introduced into still water( NOT MOVING WATER) UNDER WATER with a hypodermic needle. I don't know what he was talking about a loose hose connection as the are no hoses used. It was at this this time I was certain the tech had NO idea what he was doing and l determined that no good was coming from this and that it was time for him to leave. Every few minutes the tech had me sign the screen on his phone (i assume that meant that the price kept going up every few minutes).When l asked what l owed .l figured he would say $198 as originally agreed to. To my dismay he said that l actually owed $450 ,but since he was able to find nothing HE WOULD GIVE ME A DEAL and ONLY charge me $351.WOW. I am in my 70'sand did not especially want to to go into a cold pool. However in less than an hour l did go into the water. I did do a dye test (the correct way ,this time).I detected a leak where the skimmer box attaches to the pool wall. I mixed a 2 part under water epoxy and made the repair myself .This repair is currently holding. I strongly feel that all the Pipe Dr. did was waste my time and take my money .I received NOTHING in return. I am asking for a full refund as l feel like l was  completely ripped off.
  
  Sincerely,
  ******* *****

• Initial Complaint

  11/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Pipe Doctor service performed on October 26, 2021. Sewer line is backed up again. I called and got an answering service. I explained my problem, she stated that there is no guarantee, that the technician said that there was no guarantee and that my invoice says that there is no guarantee. I explained to her that I was not at the property when the service was performed. (He was let in and was alone at the property while he did the job. He didn't tell me that there wasn't a guarantee, and I didn't receive an invoice. She said she would send me one at that point and asked for my personal email. As she talked over me, I tried to say to her that I couldn't understand why there isn't a guarantee if the service was done less than a month ago. As she continued to talk over me, I asked for her name and the name of the technician so I could put a review on social media. She hung up the phone. My complaint is that it was not explained to me that there was no guarantee and that I didn't see an invoice until November 12 when it was sent to my email that night.

  

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/11/29) */ We can provide copies of the invoice, still pictures from jobsite and all recorded calls to the homeowner from the tech explaining about the roots in the line and the sink hole right outside where the sewer runs out of the home. Homeowner claimed it was from a groundhog. We highly recommended running the camera through the line due to the fact we pulled back roots(THIS MEANS THERE IS A BREAK SOMEWHERE IN THE LINE), she refused as she said she knew they had a root issue in the past. We tried to offer her a solution, run the camera find out what is going on and give price for a spot repair or total replacement of the line. please let me know if you would like the pictures of the sinkhole and other pictures of the process that was taken that day

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