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Douglas G

1 reviews | Active since May 2015

25 Mar 2024, 13:51

Worst service provider

We put a claim in with Discovery for a leak at our house and Discovery Elected to use Drain Surgeon to perform a leak detection and then provide a quote for the repairs. Drain Surgeon performed a gas leak detection and according to their experts discovered a leak in my Kitchen in the centre butcher block. According to Drain Surgeon, in order to fix the issue they informed Discovery that the built in cupboard of the butchers block would have to be removed so that they could dig up the kitchen floor in order to expose the leaking pipes. With the kitchen cupboards and Marcus been removed, Drain Surgeon, with the help of a jack hammer began to dig up the kitchen floor to expose the leaking pipes. Once they had dug a big enough whole that exposed the pipes, it was found that the pipes where not leaking and there was no leak where they siad it would be. Dump founded, they had no clue what to do so the did another gas leak detection on the expose area and the gas detection gave a negitive reading on the area they just dug up. With this they then decided that there was nothing else they could do and requested Discovery to appoint another plumber to find and fix the leak and left without repairing that which they unnecessary damaged. A second plumber had been appointed and the real issue was discovered that our guyser was actually were the leak was happening. I have formally put in a complaint with Discovery insure as to how they can have service provider like Drain Surgeon on their list and call them Prefered, all they did was cause unnecessary damage to my house and the sad part is they got paid to do so, great business model. Please stay away from these people don't fall into this trap with them.

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Replies (2)
Drain Surgeon
Drain Surgeon's reply28 Mar 2024, 12:59
Official
I have discussed this matter with Calvin the leak detection technician, who has over 12 years in leak detection experience. Unfortunately leak detection and the use of gas as to tool to identify the leak is not an exact science. The gas in certain cases can escape from an area not related to the position of the actual leak as it is often concealed underground and gas follows the easiest channel to escape. The client was present when gas sniffer detected the gas at the floating kitchen – this was double checked. The client and his wife were also present for all the testing of other areas on the property.The equipment used is state of the art and practically brand new. Toilets were checked as well as all the piping to the geyser and  geyser overflow pipe. No water/leak was identified. If a geyser bursts their would have been significant water coming out of the overflow pipe or significant ceiling damage. A R3k water account difference for a burst geyser also seems excessive. We apologise for the inconvenience but only acted on the information we obtained from the gas leak detection.  Unfortunately, although not often a false positive finding do occur. I personally have had a leak on my property were the water only exposed itself 800m away two houses away.
DG
Douglas G's update29 Mar 2024, 07:17
Reviewer Update
Thank you for you response, however, your response is just another indication of the lack of customer service that you provide. Your company elected to do the gas detection and it doesnt matter weather the customer was present or not , the customer is reliant on your so called expertise in getting to the root of the problem. It was your company that decided to throw in the towel after discovering that your elected leak detection method did not work, this after destroying my kitchen. I find it apualing that you know will question the work of another plumber that has infact resolved the water leaking issue that we have had by replacing a burst guyser and 2 valves. I really believe that you should relook the expertise that you profess to have instead of question expertise of others that actually get to the root cause and are able to resolve the problem timeously and with out fault or unnecessary damage to property. What's even more concerning is the fact that your claims against my policy were paid for the so called work that your company performed, I feel that this is an absolute abuse and will be taking this up with Discovery promptly. Once agian thank you for your response.