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Complaint Details
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Initial Complaint
07/31/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On 07/24/2023 I hired American Leak Detection of Dallas to clean a sewer clog I had. The receptionist set an appointment for the next day between 11:00AM and 1:00PM. ****** arrived promptly at 11:07AM the next day and was able to locate two stoppages in the sewer lines. After attempting to clean it out he said that was all he could do, and informed me that they really do not do sewer cleaning anymore, only clog locating. Contrary to this, I have screenshots of advertisements of theirs stating that they do in fact, do sewer cleaning. And also, contrary to ******'s formal report, he did not tell me they don't do sewer cleaning until after he had made several unsuccessful attempts to do so. My complaint is that I wasn't told that they don't do sewer cleaning when I made the appointment. Had I been informed, I wouldn't have set up the appointment in the first place. It wouldn't make sense for me to agree to pay $600.00+ to have them come out and tell me I have a clog I already knew I had and then have to hire another company to come out and clear the clog for an additional fee.Business response
08/02/2023
We sincerely apologize for the inadequate service you received and misleading marketing materials you encountered. Several years ago, American Leak Detection did perform sewer drain cleaning, but as our business grew, we began to eliminate general plumbing service offerings like sewer drain cleaning in an effort to focus on our core business, leak detection and leak repair. Unbeknownst to us, there are still a couple of business listings out there that list this as a service we offer. We appreciate your willingness to bring this to our attention and we have since removed these items from our list of services on all listings we could find. We have also reviewed the recording of your initial call with our CSR, ***** and the work that ****** performed for you with all parties involved and utilized this as an opportunity to review how calls for service like yours will be handled moving forward. A full refund for the fee you paid will be issued today and *********************** will be forwarding a copy of that refund receipt to you. Kind regards and sincere thanks, American Leak Detection of Dallas.Customer response
08/03/2023
I have reviewed the business response and accept this resolution.
I would like to mention the exceptional service I received from the technician. As it turns out, under his company's policies, he was not obligated to go beyond locating the clog. He went beyond this by making an attempt to clear it. I think that under the circumstances, he provided great service!
I have used American Leak Detection in the past to locate and repair water leaks in my house. In the future, if I have a leak that needs attention, I will not hesitate to call American Leak Detection again.
***************************
Initial Complaint
06/21/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I hired American Leak Detection to find a water leak at my house.American Leak Detection has a money back guarantee. No leak found = no charge. I paid American Leak Detection $350 after they located a leak in October 2022.I dug a huge hole in my front yard where American Leak Detection pin pointed the leak.There was no leak at that location (in fact, there was no water pipe at that location)I informed American Leak Detection of the problem and they sent another tech to find the leak. The tech concluded that no leak could be found. I have the report stating NO LEAK FOUND.I contacted American Leak Detection for a refund. They gave me the run around. I finally got in touch with someone claiming to be the manager. He said he would discuss with the owner and get back with me. I never heard from him again nor would he return my calls.Business response
07/05/2023
A refund for the leak detection fee of $350 was issued on January 12, 2023, see attached receipt, per American Leak Detection's guarantee that if a leak exists on a plumbing system and we are not able to find the leak, then no charges will apply. American Leak Detection is sincerely sorry for the lack of communication related to issuing this refund and will be performing an extensive investigation as to what transpired and what efforts can be made to eliminate any further communication issues with clients in the future.Customer response
07/05/2023
I have reviewed the business response and accept this resolution.
I did not know I was issued a refund. Sorry for the confusion on my part American Leak Detection.
Initial Complaint
04/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
American Leak Detection performed a slab leak repair at my home in July 2020, for which I was billed $4,043. The work is under a 2 (two) year warranty which will expire on July 23, 2022. I emailed ALD on February 22, because I had heard a running water sound behind my washing machine, as I had heard in 2020 when the first leak occurred. Then the sound stopped. But, the water department notified me on March 16, that my meter is showing a loss of a gallon of water per minute. Therefore, I set an appointment with ALD. Their specialist came to my home on March 30, and determined that the leak is in the same area as the 2020 leak. He said that I would be contacted in two weeks. I waited at least two weeks before following up with them by phone for status, on April 19. I was told that they had forwarded a claim to my insurance company. This is unacceptable because I didn't authorize this, AND I had already paid them for the repair in 2020! I sent an email on Sunday, April 24, reminding them that the work done in 2020 is still under warranty and that they have an obligation to honor it. I requested that they contact me by Tuesday, April 26 to let me know when they will do so. I didn't hear from them. I expected that this matter would be resolved before my next water bill became due. My bill last month was more than double the normal amount. If they don't honor their warranty, then I want the BBB to publiicize my complaint to alert the public of ALD's practices.Business response
06/14/2022
Business Response /* (1000, 5, 2022/05/10) */ American Leak Detection sincerely appreciates the feedback provided by this customer related to work that had been performed on her home. A leak was repaired on the customer's home in July of 2020 and this repair carries a two year warranty on the new section of pipe that was installed and the connection of the new section of pipe to the existing water line. A leak detection was performed on the home on March 30th of 2022 at no charge to the customer. The leak was identified to be in the vicinity of the repair that was performed in July of 2020. The customer was notified that in order to complete the repair of this leak the same area would need to be excavated to expose the leaking section of line. If the leak is found to be on the section of pipe that was installed in July of 2020 or on the connection of this new pipe to the existing line, then the repair cost would be covered under the warranty in question resulting in no charges to the customer. If the leak is not found on the connection to the existing line or on the section of pipe that was installed in 2020, then the quoted repair cost would apply. The customer would need to sign a contract agreeing to these terms prior to the work commencing. The customer declined to schedule the work at this time. If the customer would like to agree to these terms, she can contact ALD and she will be given priority scheduling for the work to begin. While it is unfortunate that another leak has occurred, ALD will uphold it's industry leading warranty granted the new leak is on the section of pipe that was installed or the new section's connection to the existing line.
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.