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:04/07/2025

  Type:Sales and Advertising 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.

  March 27, 2025 We had a leak in our bedroom, possibly from the slab, which we needed to locate to repair. The tile in the bedroom had been completely ripped up because the entire slab was wet. I contacted Sleuth because the plumber that had come to the house couldnt find the leak and Sleuth could conduct an in-depth search for the leak. The tech arrived, and at this point the concrete slab was dry. He performed zero tests, just stated you have efflorescence. He checked the water pressure to justify his visit and for this he charged us $375. Additionally, the receipt we received by email stated customer declined diagnostic report which is totally false. Ive tried contacting the company by phone and emailed them to and have received no response. No way does a house visit and checking a water meter justify $375.

  

  Business Response

  Date: 05/09/2025

  Thank you for sharing your concerns. Im sorry to hear that you were dissatisfied with the service, and I want to assure you that we take all feedback seriously.
  
  I would like to clarify that while we are committed to accurately diagnosing issues, we cannot control the underlying problems themselves. Our responsibility is to evaluate and report on the condition as we find it, and provide our professional recommendations when possible based on that diagnosis.
  
  We certainly regret any inconvenience this situation has caused you, and we remain available should you wish to discuss our findings further or need additional assistance.
  
  Thank you for your understanding

• Initial Complaint

  Date:12/17/2024

  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.

  My daughter's bedroom had water intrusion from the recent hurricanes. I needed Sleuth to come out and diagnose the leak. I needed them to tell me where the water was coming in from and what would need repair in order to fix the issue.The tech came out, sprayed my house for a few minutes, then told me I had a leak.I already knew water was coming in. Thanks Sleuth. Here's $425. I am no better off after having paid them $425.

  

  Business Response

  Date: 12/23/2024

  We were hired to determine why the customer was having water damage inside of their home in their daughter's bedroom during/after the recent hurricane. As of this written response, we have supplied a written report (with photos) detailing why the water is entering the customers home adjacent to the affected area, and even conducted a water test to confirm the intrusion occurring through the areas we pointed out to the customer on site and in the report. When we water tested the areas we suspected as being the entrance point for water during heavy rain, water quickly began entering into the home on the floor where the customer had seen damage after the storm. We took photos of this and documented it on our report. 
  The ability of our technician to quickly identify and confirm the source of the water intrusion should not be held against him, as some leaks are easier to find than others, but we in no way fell short of providing the service we were hired to complete. 

• Initial Complaint

  Date:07/10/2023

  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.

  Sleuth Leak Detection said my pipe leak was in guest bedroom. Plumber came and ripped up flooring and jackhammered big hole in concrete as Sleuth told them to. Wrong room! No leak in guest bedroom. It was really 2 rooms away. Sleuth did refund their fee but they refuse to reimburse me the $470 it cost me to fix the damage done in the wrong room. I am not including what it actually cost me to fix the leak in the right room. Please help.

  

  Business Response

  Date: 07/11/2023

  
  We were called out to locate a water leak. The plumber exposed the manifold and showed our technician. Our technician had reason to believe the pipes were sleeved. Additionally, the flooring in part of the house was free floating. Our technician discussed with the plumber (who was on-site)that part of the free floating flooring would need to be pulled to obtain better sounds. The combination of the suspected, sleeved pipes and observed free floating flooring makes sound travel in a more complex manner; hence,removing part of the free floating flooring helps in the investigative process and is a typical request by our technicians. Furthermore, the plumber reported a previous patch to the piping within the room of the free floating flooring. Our technician recommended to the plumber to check the reported patch work since the free floating flooring would be removed in that area and if the leak was on the patch work, we would not need to return. A leak on a patch is not unusual, and the plumber agreed with our technician. Per our policy our technician notified the plumber and customer to notify us immediately if they are unable to locate a leak at the reported previous patch work, and we would come back out with part of the free floating flooring removed to further investigate with better sound. We received no phone calls from the plumber and/or customer updating us on the situation. Apparently, there was reportedly no leakage at the previous patch work and a leak was found in an adjacent room.We were never called back out to the property after the free floating flooring was partially removed and the reported previous patch work examined. We refunded the customer in full for our service. The customer is asking us to refund the expense of removing the free floating flooring/examination of the previous patch work. Our policy is clear that prep work may be required prior to an additional visit by the technician and that the customer is responsible for all damage incurred or costs to restore the affected items. The investigative work related to the patch work was agreed to by both the plumber and the customer. Unfortunately, there were reportedly multiple leaks on this property. We were never given the chance to further investigate the situation after the requested flooring removal. 

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20290685
  
  I am rejecting this response because I was not party to the talk between the  plumber and technician in the wrong room. I was not told pulling up the floor was prep work and, in fact, was done after the technician erroneously pinpointed wrong area! I was never told to place another call.

  There was absolutely no sign of water or water damage in wrong room. Floor and baseboards were clean and dry. No mold or rot on baseboards. Entire room exceptionally clean as it had been restored after its leak only 10 months ago.  There was, however, water damage 2 rooms away at actual water leak area. Signs of mold on baseboard and thats the room where i cleaned up the water. The fact that the technician thought there were sleeved pipes is admitting error on their part.  The fact that they refunded their fee is admitting error on their part.  They were so totally wrong.
  
  Sincerely,
  
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