Complaints

This profile includes complaints for Exact Leak Detection, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Exact Leak Detection, Inc.

  Riverside, CA 92503

• 

  Exact Leak Detection, Inc.

  PO Box 4564 Riverside, CA 92514-4564

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:12/24/2024

  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.

  08/31/2024 arrived home to find sa slow leak fron guest bathroom. Immediately jumped into action to contain and dry floor while calling AAA who sent Exact Leak detection to assist its homeowner. *** sent 2 young staff who appeared to be confused as to where or what the source of the problem was in reference to the leak after their ***** minute assessment. I ***eatedly requested that they make sure to open the drain lines were open without blockage and was denied by the taller young man stating that I would be fine until they received authorization from *** to further explore the problem. All the while Serve Pro had come and tested the walls and let me know that I had done a good job and that all walls were not registering any moisture. I was relieved at that point and had called *** to cancel my claim, but was told by the *** that it would be more prudent to wait until Tuesday when and adjuster would contact me. I agreed. As a precaution Serve Pro left their dehumidifier in the guest bathroom and asked I check in on it in a few hours. Feeling uncomfortable with Exact Leak staff, I called my old plumber who cancelled on me last minute due to being labor days weekend and after 6 pm. Whereupon, I came downstairs to check on it and found that almost tmy entire 1st floor was covered in water and sewage. Both the toilet and bathtub were filled with sewage back flow.I was unable to locate the vendor who had come (Exact Leak Detection.) since they dd not leave their card as required and was left to call AAA for the next 5-6 hours as well as myself calling other plumbers, until Roto Rooter plumber arrived near midnight to assist. Roto Rooter confimed that ELD staff were most likely untrained to diagnose and treat the issue. The line was cleared in less than 3 minutes by **** with Roto Rooter after midnight 09/01/2024. After finding out that *** were the vendors sent I contacted **** who took full accountability in our call and admitted he sent the wrong guys, & assured me.

• Initial Complaint

  Date:12/31/2023

  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.

  Exact leak sent an adjuster to evaluate a flood claim. The first Exact adjuster incorrectly determined the cause to be ground water intrusion. This adjuster was not qualified to determine ground water intrusion. He made an incorrect assumption of elevation by crawling on the ground to determine elevation. He had no technical skill and did not use any instruments. I contacted Exact leak. to request a reevaluation. The second adjuster did not have a water management certification. He was unable to evaluate the flow and did not have equipment to make an evaluation. He walked around the property to make a visual determination. No measurements were taken.I hired ALMS a certified water management company to evaluate the property. The determination was that ground intrusion could not be the cause. There is adequate flow. Exact leak has ALMs report. Exact leak again made an incorrect evaluation that is preventing coverage. Exact Leak should not make a determination in an area that they are not certified. There web site does not list water intrusion certification as a specialty. I was present during the flood and know that ground water was not the cause. Evaluating the cause two months after the fact is also an issue in this type of determination.

  Business Response

  Date: 01/04/2024

  Hello good afternoon.
  Thank you for this information. We apologize to ********************************* for the misunderstanding. We have reached out to our customer, and we have been communicating for the past couple of days. We have come to a resolution. We therefore updated our report and removed the statement about ground water intrusion.
  We are currently still working with ******************** and hope to come to a full resolution soon.
  Thank you very much. If there are any questions and if you need any details, please let us know. 

• Initial Complaint

  Date:03/20/2023

  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.

  There is a leak in one of my cold water pipes inside a wall in my house. Exact Leak Detection came to my house on 3/7/23 to locate where the leak was coming from. Most of the moisture was on the lower part of the wall as I saw on their infrared camera. They then returned on 3/16/23 to repair the leak and told us that they had found another leak higher up the pipe and would seal that too. We said okay. They charged $750. The next day after they left we noticed water was still coming out. I called and notified them that there was still a leak. They came out again on 3/18/23 to inspect where the leak was coming from and said they could not fix it because it wasn’t considered part of the wall anymore. And they wanted to charge me more for them to just come in and see and to fix it. I am not satisfied with the work they performed because they did not fix my leak. I was taken advantage of and would like a refund of my money. I do not want them to come and fix or give me lower rates to repair my pipe.

  Business Response

  Date: 04/04/2023

  On March 15, 2023, Exact Leak Detection arrive to Ms. ******** home to replace 3 feet of the 1/2" cold copper water line. The attached photos will show the length of the damaged pipe, the wet areas as a result of the leak and the photo of the pipes once the repair was complete. Upon completion of the repair, the plumbing system was pressurized, finding the repair to be satisfactory.

  On March 18, 2023 Ms. ****** advised that there was a leak in the area where the initial repairs had been completed. We returned to do an inspection and found two additional pinhole leaks that were not related to the initial plumbing issue. Attached are photos of the two pinhole leaks found. These pinhole leaks are about an inch from the ground whereas the pipe replaced during the repair on March 15, 2023 was about a foot from the ground. Both pinhole leaks are on different pipe and in different areas although in the same wall of the previous plumbing repairs.

  The secondary inspection fee on March 18, 2023, of $275 was waived although two new leaks were found and an additional electronic leak detection was performed. We will be contacting the member to resolve this issue. An update will be provided once resolved.