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:09/30/2025

  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.

  The restoration company, hired by ********, referred me to Arkansas Leak Detection, due to having an unfound leak and the insurance company requesting a plumber come do an inspection. I scheduled an appointment with Arkansas Leak Detection and they came out the next day. They took pictures inside, in the front of the house and in the crawlspace. The gentleman stated they would send me estimates for the repairs found. I asked if he could send me the pictures he had taken for me to send to the insurance company. He stated yes, he would send me the pictures and a summary of their findings. I paid with a check in the amount of $350. Before he pulled off, he emailed me the estimates for the repairs, but nothing else. The next day I emailed and asked for my pictures because my insurance company called and requested me to upload them to the claim portal. He also asked for my summary of findings report. I told the adjuster that I haven't received the summary at that time but I could upload the pictures. I sent an email requesting the summary and I was forwarded my pictures again, but no summary. I emailed and stated that I already had the pictures but needed a summary. I was sent notes on the bottom of an invoice. The notes were not detailed and did not provide a clear report of their findings. I emailed again and requested a detailed report on the findings of my home including the information about my floor which is the main reason I was referred to them by the restoration company. I did not get a response. I emailed again and requested the summary with no response. I reached out to the restoration company that referred me to them, and provided them with what I had received. They agreed that I should have been provided with a summary and better pictures. They stated testing and marking of problem areas should have been completed as well but were not. Arkansas Leak Detection will not communicate with me and I am still in need of a detailed summary, markings, and testing.

  Business Response

  Date: 10/21/2025

  Hello, 
  
  Please see attached records for this customer. It does appear the customer paid for a leak detection and the estimates were sent but they did not approve to proceed further with our work. 
  
  We also provided pictures and a report as requested but she wants it worded differently and wanted us to comment on the wood flooring, which is not our specialty. 
  
  We feel we have provided the services she requested. 
  
  Please let me know if you have any further questions. 
  
  
  
  ****** ******
  ***** ********

  Customer Answer

  Date: 10/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ****** stated they provided a report.  However what they provided was notes at the bottom of an estimate.  I would like an official report. Not notes. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 11/12/2025

  Her invoice with notes and details is our official leak detection report. She wants us to make assessments on the flooring part of it and that is not our specialty. We provided our professional opinion on our scope of work only.

  Customer Answer

  Date: 11/12/2025

  Complaint: ********
  
  
  I am rejecting this response because: the initial reason Arkansas Leak Detection(ALD) was asked to come out was because of my claim with ******** which was made because my floor was buckling. When I called ALD to make the appointment, I advised them I did not know if I had a leak and the insurance company believes I do because of the buckled floor. When the guy from ALD came out. The first place I took them was to my walk-in closet that has the buckled floor. From there he went under the house. Once they made their assessment the gentleman said to me. "Your floor buckling does not have anything to do with the two leaks we found." That is what I asked them to add what he said to the notes. So when they say, I am asking them for something they don't do, when I ask about the floor, That is how all this came about, was the floor. I have attached ********s photo report showing the buckled floor. The buckled floor was the only indication that there was a possible leak. So ALD was informed of the floor, the tech in attendance and myself had a conversation about the floor and he made the statement that the leak and floor are not associated with one another. And that is what I asked them to include in my report. Also on ALD website they advertise a report not notes! No one is paying $350 for notes. They didn't even answer the questions the restoration company needed in order to go back to ********. Most importantly, if am a paying customer, they should have called or emailed if there was a issue with what I was requesting. Instead they choose to ignore my emails and abandon the job. 
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:09/25/2025

  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.

  July 11, 2025 they came out to find a leak and schedule for the next week to fix it. The next week they were supposed to call my home management company (The house is a rental) so he could meet them, in which they never did. They also only did work for 3 hours but charged $4950 for the job. To top it off when the workers went to leave they let the dog run out into the neighborhood and left. Ultimately, they fixed the leak and but did not finish the job by fixing the sheet rock to be ready to paint which has not been done to this day 24 Sept 2025. I had called 3 times the week they did the work to get with ****** to consult and ask questions about leaving the dog out and charging a months salary to complete 3 hours of work and to when the sheet rock would be completed. However, every time I called they took my information and said she would call back. I never received a call back until the 28th of August. On that phone call she asked for the payment and I explained to her that I wasn't going to pay until the job was completed by finishing the sheet rock. She said she would get them out the following week and to this day 24 Sept 2025 they have not fixed it. The invoice is $4950 and for the trouble I have had to deal with the lack of communication and my tenants that are renting in the house having to deal with gashes in the walls of two rooms and having to search for their dog when they got home, I want them to take off $1000 so I can get it repaired either myself or through another company.

  Business Response

  Date: 10/13/2025

  To whom it may concern, 

  
  

  Please see attached job records for this customer. We were hired for leak detection and plumbing repairs which have been completed but he has not paid for. He has not wanted to pay from the get go. I even advised him our pricing may not be fit for his budget and to seek other quotes. You will see time stamped record of him agreeing to pay. 

  
  

  This is a customer that agreed to pricing and service but does not want to pay. 

  
  

  Should you have any questions please let me know. 

  
  

  Thank you, 

  ****** ****** 
  ************

• Initial Complaint

  Date:07/29/2025

  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 had leak detection done and they quoted me almost $7k telling me they would need to rip out my bedroom ceiling and walls to repair a foundation water leak. They told me since my house was old I probably would keep having this issue and should get all water lines changed for a quote of $24,500. They gave multiple quotes for other options. This felt odd and I had a second leak detection done. They found the leak in the garage and would not need to rip out my bedroom ceiling and walls. When I asked AR Leak Detection for a refund, they said the leak was where they said and that they would have found it if I had hired them and adjusted the cost Even though their quote was to rip out walls and ceiling to fix it. I was told their quote was for a worst case scenario. When he was here in person I was not told this. He was sure of the need to rip out walls and ceiling. The second plumber read their estimate and told me that they would not have fixed the leak with their estimate to rip out my bedroom and I should request a refund.

  Business Response

  Date: 08/26/2025

  Thank you for reaching out. Please see attached invoice and photos for the leak detection services rendered. We did perform leak detection locating the leak (seen in photo). The customer was offered four different ways to go about fixing the current issue and/or addressing all the plumbing in her home. The customer elected not to go with any of our quotes for repairs/replacement. She hired a competitor of ours who essentially repeated the leak detection processes we had already done seeking a cheaper price/second opinion. Should you have any questions please let me know. 

  
  

  Thank you, 

  ****** ****** 
  ************

• Initial Complaint

  Date:12/16/2024

  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.

  Arkansas Leak Detection was retained through my insurance company ********* to replace my water service line. On November 26, Arkansas Leak Detection dig a trench and installed the wrong size water service line. Our existing water service is 1 1/2", and they installed a 1" line. This doesn't meet the plumbing code and is not acceptable. In addition, we still have leaks on our waterline. When contacted, Arkansas Leak Detection continues to put us off and they are refusing to install the correct size line. I've had an open trench through my yard since before Thanksgiving and I can't get them back out to repair the leaks, install the correct size line, and finish the job.

  Business Response

  Date: 01/06/2025

  Dear BBB Representative,
  Thank you for reaching out regarding the complaint filed by *** ***** *****.
  To clarify, this job was completed under the direction of *** ******* Home Warranty Company, which hired and paid us for the work performed. The project was overseen by Arkansas Master Plumber ******* ****** and Arkansas-registered plumbing apprentice **** *********, ensuring compliance with professional standards and regulations.
  The property originally had a 1.25" water line installed from the water meter to the home. After running plumbing calculations, the Master Plumber determined that a 1" water service line would be suitable for the home’s needs. These findings were submitted to the Home Warranty Company for review and approval. Once approval was granted, we proceeded with the installation of the 1" water service line.
  A city inspector reviewed the work onsite and approved it. However, the homeowner expressed dissatisfaction because he preferred the new line to match the size of the existing line.
  To address the homeowner’s concerns, we escalated the request to upsize the water line with the Home Warranty Company, as we are required to obtain their approval for any changes. The Warranty Company approved the adjustment, and the line was upsized. The work has since passed inspection again and the trench has been backfilled.
  Additionally, a lawn care company has been scheduled to restore the yard as part of the Home Warranty Company’s process.
  From our perspective, the project is complete, and all steps were carried out according to the Home Warranty Company’s directives. If you have any further questions or need additional information, please don’t hesitate to contact us.
  Best regards,
  ***** ******
  President
  Arkansas Leak Detection
  ************