CR
Charles R
1 reviews | Active since Jun 2024
09 Dec 2025, 13:30
leak detection gone wrong
We had a leak in bedroom below a bathroom. Drain Surgeon Cape Town completely misdiagnosed source of leak, causing us to do lots of unnecessary work and expense. We paid them R2800, when I asked for a refund, because of their incorrect diagnosis, they refused. next time, I will use a different leak detector and plumber!
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Drain Surgeon's replyOfficial
10 Dec 2025, 09:05Hi Charles, Head Office has investigated the above report with the respective franchisee and the response is below:
Thank you for your email and for sharing the findings from the recent work performed by the third-party contractor.
After reviewing the report from our leak detection specialist and your correspondence, we would like to clarify the following:
Our Plumbing Recommendation Was Not Followed
During our investigation, our technician advised that the bathrooms be monitored for a minimum of two weeks without any usage to determine moisture reduction and isolate the source of the leak accurately.
This was part of the process of elimination, which is standard and necessary in cases where the leak source is not immediately evident.
Premature Intervention by a Third Party
Before this observation period was completed, you elected to appoint another plumber to carry out repairs.
By introducing a third party during the elimination period, the natural diagnostic process was interrupted, and therefore, the original testing conditions were altered.
Leak Detection Limitations
Leak detection does not always identify the full extent of the leak in the first assessment, especially in cases where:
Multiple en-suite bathrooms share walls
There are overlapping waste systems
Pressure leaks may be intermittent
The report clearly indicated no audible pressure leak in the section opened at the time, and the moisture path through the concrete was consistent with water infiltration behind the bath.
No Incorrect Diagnosis
Our technician provided a professional assessment based on the findings at the time, along with a recommended diagnostic method (the two-week observation period) to confirm or eliminate possible causes.
This process was not allowed to conclude before alternative work was carried out, which means the outcome cannot be attributed solely to our leak detection.
Refund Cannot Be Issued
As the leak detection was performed:
Professionally,
According to industry procedure,
With proper recommendations given,
and because repair decisions were made by yourself outside of our diagnostic timeline, we are not able to issue a refund.
We remain committed to providing clear reporting and quality workmanship, and we appreciate your understanding of our position.
Thank you for your email and for sharing the findings from the recent work performed by the third-party contractor.
After reviewing the report from our leak detection specialist and your correspondence, we would like to clarify the following:
Our Plumbing Recommendation Was Not Followed
During our investigation, our technician advised that the bathrooms be monitored for a minimum of two weeks without any usage to determine moisture reduction and isolate the source of the leak accurately.
This was part of the process of elimination, which is standard and necessary in cases where the leak source is not immediately evident.
Premature Intervention by a Third Party
Before this observation period was completed, you elected to appoint another plumber to carry out repairs.
By introducing a third party during the elimination period, the natural diagnostic process was interrupted, and therefore, the original testing conditions were altered.
Leak Detection Limitations
Leak detection does not always identify the full extent of the leak in the first assessment, especially in cases where:
Multiple en-suite bathrooms share walls
There are overlapping waste systems
Pressure leaks may be intermittent
The report clearly indicated no audible pressure leak in the section opened at the time, and the moisture path through the concrete was consistent with water infiltration behind the bath.
No Incorrect Diagnosis
Our technician provided a professional assessment based on the findings at the time, along with a recommended diagnostic method (the two-week observation period) to confirm or eliminate possible causes.
This process was not allowed to conclude before alternative work was carried out, which means the outcome cannot be attributed solely to our leak detection.
Refund Cannot Be Issued
As the leak detection was performed:
Professionally,
According to industry procedure,
With proper recommendations given,
and because repair decisions were made by yourself outside of our diagnostic timeline, we are not able to issue a refund.
We remain committed to providing clear reporting and quality workmanship, and we appreciate your understanding of our position.
Best regards,
Drain Surgeon's reply10 Dec 2025, 09:05
Official
Hi Charles, Head Office has investigated the above report with the respective franchisee and the response is below:
Thank you for your email and for sharing the findings from the recent work performed by the third-party contractor.
After reviewing the report from our leak detection specialist and your correspondence, we would like to clarify the following:
Our Plumbing Recommendation Was Not Followed
During our investigation, our technician advised that the bathrooms be monitored for a minimum of two weeks without any usage to determine moisture reduction and isolate the source of the leak accurately.
This was part of the process of elimination, which is standard and necessary in cases where the leak source is not immediately evident.
Premature Intervention by a Third Party
Before this observation period was completed, you elected to appoint another plumber to carry out repairs.
By introducing a third party during the elimination period, the natural diagnostic process was interrupted, and therefore, the original testing conditions were altered.
Leak Detection Limitations
Leak detection does not always identify the full extent of the leak in the first assessment, especially in cases where:
Multiple en-suite bathrooms share walls
There are overlapping waste systems
Pressure leaks may be intermittent
The report clearly indicated no audible pressure leak in the section opened at the time, and the moisture path through the concrete was consistent with water infiltration behind the bath.
No Incorrect Diagnosis
Our technician provided a professional assessment based on the findings at the time, along with a recommended diagnostic method (the two-week observation period) to confirm or eliminate possible causes.
This process was not allowed to conclude before alternative work was carried out, which means the outcome cannot be attributed solely to our leak detection.
Refund Cannot Be Issued
As the leak detection was performed:
Professionally,
According to industry procedure,
With proper recommendations given,
and because repair decisions were made by yourself outside of our diagnostic timeline, we are not able to issue a refund.
We remain committed to providing clear reporting and quality workmanship, and we appreciate your understanding of our position.
Thank you for your email and for sharing the findings from the recent work performed by the third-party contractor.
After reviewing the report from our leak detection specialist and your correspondence, we would like to clarify the following:
Our Plumbing Recommendation Was Not Followed
During our investigation, our technician advised that the bathrooms be monitored for a minimum of two weeks without any usage to determine moisture reduction and isolate the source of the leak accurately.
This was part of the process of elimination, which is standard and necessary in cases where the leak source is not immediately evident.
Premature Intervention by a Third Party
Before this observation period was completed, you elected to appoint another plumber to carry out repairs.
By introducing a third party during the elimination period, the natural diagnostic process was interrupted, and therefore, the original testing conditions were altered.
Leak Detection Limitations
Leak detection does not always identify the full extent of the leak in the first assessment, especially in cases where:
Multiple en-suite bathrooms share walls
There are overlapping waste systems
Pressure leaks may be intermittent
The report clearly indicated no audible pressure leak in the section opened at the time, and the moisture path through the concrete was consistent with water infiltration behind the bath.
No Incorrect Diagnosis
Our technician provided a professional assessment based on the findings at the time, along with a recommended diagnostic method (the two-week observation period) to confirm or eliminate possible causes.
This process was not allowed to conclude before alternative work was carried out, which means the outcome cannot be attributed solely to our leak detection.
Refund Cannot Be Issued
As the leak detection was performed:
Professionally,
According to industry procedure,
With proper recommendations given,
and because repair decisions were made by yourself outside of our diagnostic timeline, we are not able to issue a refund.
We remain committed to providing clear reporting and quality workmanship, and we appreciate your understanding of our position.
Best regards,