Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We decided to give *** a call for help with a water leak. ***** came out on Thursday (11/7) and he was great! We have no complaints with him at all. It look him a long time to find the leak, but he finally marked a spot in our front flower bed and we paid $749 for that service. The company quoted us $3600 to come out and fix the leak. We thought that seemed a little steep, but we liked ***** and the lady that handled scheduling was very professional. We decided to support the company because we had been so impressed already. The repair guys came out on Monday (11/11) and could not find the leak at the spot where ***** had marked. They called him to come back and he marked another spot several feet down the line. The guys started working and I did not have any additional communication from them until they knocked to say they were done. They didn't show me the leak, the pipe, or explain the problem at all. I asked the repairman to show me the meter and he pointed to the needle and said it was fixed while they packed up and left. I facetimed my husband and showed him the needle and he said that isn't the correct place to look. The little triangle dial was spinning so much faster than it had been before they came, which indicated the leak was not fixed. My husband called ***** and immediately left work to meet with him. When the guys came back they said there was a new leak approximately 1-2 feet away and quoted us $2600 to fix it or $11,000 to do a whole new line. I was upset because I never saw the original leak so I was losing trust. That price seemed very steep considering they were already in our yard with the equipment.A local company came out and quoted $1400 for an entire new line. What a difference! They also could not locate the leak in the spot where ***** said a 2nd leak happened. We tried to handle this with the owner, but he was hostile over a 1-star ****** review (which I offered to update if they made things right).

  Business Response

  Date: 12/09/2024

  Please see ****** review response as BBB response will not allow over ****************** response. 
  

  Customer Answer

  Date: 12/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and understand their point of view. I do feel like the company did not work with us as well as they should have. However, I am willing to close out the case and move on. I wish the company nothing but success and hope that they will do better in the future with customer concerns. This can be a learning opportunity for everyone (I hope). 
  
  Thank you. 
  

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired American Leak Detection to find a yard leak on my residential water line. They did not find it, even after charging me extra for more time to look for it (all proven via the attachments). I called to ask for at least some money back, since they did not provide the service I hired them for, and was referred to the president of the Charlotte office. I received a call back from him about an hour later. I was expecting a polite rejection, and would not have pushed it any further if I had gotten that. However, I was treated rudely, was barely able to finish a single sentence I started despite trying to be as professional and polite as possible, accused of trying to steal money from him to have a new water line put in, threatened with court if I challenged the credit card charge (which I did not even bring up as a possibility), and cursed at. I do not know if the phone call was recorded, because it appeared to be a cell phone number that I was called back on, but I really hope it was. I would like my money back and assurance that American Leak Detection will not pursue any charges whatsoever and will refrain from contacting me.