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  Indy Leak Detection LLC

  Indianapolis, IN 46221

• 

  Indy Leak Detection LLC

  Indianapolis, IN 46221

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:03/01/2025

  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 represent family member ****** *******, *********************************************. Slab water leak hydrogen detection was completed on 2/24/25 by ***** *******, owner Indy Leak Detection LLC. The detected site was referenced on the non-diagrammed invoice, and not marked on the floor. They were to confirm their recommended plumber to excavate and did not respond, nor did Priority Plumbing who they subcontracted respond. Our plumber who completed previous work excavated in the area referenced in the invoice and lead was not found, a second excavation area down the line was required and leak not found, requiring a second leak detection company to complete ultrasound detection who noted the leak to be ***** feet farther from the site identified by ***** *******, owner Indy Leak Detection LLC. I was not able to reach their company by phone calls on 2/25/25, 2/26/25 and 2/28/25 (phone voice mail was full and messages could not be left). The plumber will now be excavating the ultrasound detected site which requires a third cut into the linoleum and slab after we remove the kitchen counter and cabinet. ************************************** advised us to have ***** *******, owner Indy Leak Detection LLC be accountable for the additional damages and repair costs. We are removing the counter and cabinets on monday 3/3/25, and ******* Plumbing will return to open and excavate the 3rd slab location underneath the kitchen counter on 3/4/25, itemization pending completion of their repair. This qualifies as a civil court case to recoop total unnecessary costs due to damage to the floor, and increased repair cost, total yet to be determined. Total paid to date: $300 Indy Leak Detection (failed leak detection), $1,500 ******* Plumbing (excavation 2 areas based on Indy Leak failed detection, $340 ******************** (ultrasound detection) = $2,140.

  Customer Answer

  Date: 03/05/2025

  Not the homeowner is not ****** *******.  I am home owner ****** ********* ************* of Attorney and also an agent of our *************** of Attorney.  I am the contact person who requested the leak detection service from Indy Leak Detection.  The Leak was repaired yesterday and the second vendor was accurate on location.  Unfortunately the slab excavation area was located in a visible area of the kitchen.  This is the 3rd hole due to failed leak detection by Indy Leak Detection LLC all 3 damaging the continuous piece of linoleum.  Photos will be forwarded to the Better Business Bureau only with follow-up on continuing repairs.

  Business Response

  Date: 03/06/2025

  Good Afternoon

  Thank you for letting us know of a complaint. 

  We located the leak in the closet threshold.    The repair company called us on Friday 2/27 and they stated they dug in middle of closet (due to homeowner not wanting the flooring removed) and did not find a leak on the pipes.   They asked where our technician located the leak.   We read what was noted on our invoice and confirmed with our technician that the leak was located in the closet threshold.  They said they would get back with us.   The repair company called back on 2/28 and stated they dug in front of the washer and did not find a leak.  They asked if we could return and relocate the leak, that they found a crack in the concrete floor in the closet that might have caused a false reading.  We had a technician go back out on 3/3 and the homeowner would not come to the door and let him in.   We called the homeowners financial helper, Ms. ****** which was the number we had on file.    We were instructed by Ms. **** that she did not ask us to come out and we were not to return.   Ms **** also stated that we were paid, and she was getting her money back.   We explained to Ms. **** that the homeowner's credit card was never charged.    

  Honestly Ms. **** was very mean and hateful.    

  I am not sure there was anything else we could have done.

  Thanks

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  *******,

  
  

  Please note my responses to the questions below:

  
  

  *Has the company addressed the issue of the dispute?  

  
  

  No. 

  
  *If not, why?

  1. I called Indy Leak Detection LLC,on 2/21/25 and requested an ultrasound of the pipe.  I identified myself as the point of contact as the family member's Medical Power of Attorney and informed them the family member had difficulty verbalizing words due to multiple strokes.  
  2. The appointment was scheduled on Tuesday, 2/25/25.  The owner of Indy Leak Detection LLC, ***** ******* showed up unexpectedly on Monday, 2/24/25 without calling in advance.
  3. Mr. ******* did not use ultrasound but used hydrogen detection. 
  4. I asked Indy Leak Detection LLC what plumber recommended and did not confirm an appointment time with Priority Plumbing.  I called Indy Leak Detection and Priority Plumbing on 2/25/25 to confirm - no call back was received from either business.
  5. Mr. ******* did not mark the area he identified on the floor, and his handwritten invoice stating ********* to detect leak in L/R closet door" with no diagram or measurements.
  6.  I recalled Indy Leak Detection LLC and their voice mail was full, and no messages could be left on 2/26/25 and 2/28/25.
  7. Our family member had been without hot water since 2/21/25 when our plumber, ******* Heating, Cooling and Plumbing had first identified the water leak. We contacted them and they excavated the 1st hole in the center of the laundry closet on 2/27/25.  When the leak was not found there, they proceeded further down the pipeline towards the washer to excavate a 2nd hole.  The leak was not found.  They called Indy Leak Detection LLC to confirm the site.  ******* recommended ******************** who completed an ultrasound detection on 2/28/25. 
  8. I hired a contractor to remove the kitchen cabinets on 3/3/25 for ******* Heating, Cooling and Plumbing access to the area marked in tape by *********************  ******* Heating, Cooling and Plumbing identified the leak with 100% accuracy as identified by ******************** ultrasound detection (under the kitchen counter) - 15 feet away from Indy Leak Detection LLC detected site.  The leak and 4 slab repair areas were promptly completed on 3/4/25. 
  9.  Indy Leak Detection LLC stated in their complaint response that the homeowner did not want the flooring removed.  No homeowner would want flooring to be damaged in a visible area if avoidable.  The plumbers would not have called Indy Leak Detection LLC had the owner ***** Strade4r marked the spot, diagramed, and listed the measurements of the detected leak area on his invoice, nor would they have jack hammered away from where they could reach and repair the leak.   
  10. The whole point of completing leak detection is to avoid unnecessary damage.  There are 4 excavation sites, 3 which are in the visible part of a continuous piece of linoleum that runs from inside the laundry room closet, through the laundry room and all of the kitchen, which now requires repair (note attached photos).  The 2nd leak detection company (********************) identified the correct leak area under a kitchen cabinet. I hired my neighbor, a retired contractor and we removed the cabinets on 3/3/25 and the pipe and slab were promptly repaired on 3/4/25.  They stated the hydrogen testing was outdated 10 years ago.  
  11. Please note the photos of the laundry room closet - no crack is noted in the laundry room closet that Indy Leak Detection commented on in their response.  No comment is present regarding this in their invoice, which does not support their statement.  Interference in hydrogen leak detection occurs with other gases and humidity, temperature fluctuations and air currents.  
  12.  Indy Leak Detection LLC wife/administrator ******** called me on 3/4/25 stating they had been to the family member's residence twice and no one was home or did not let them in.  We were not called to schedule this, nor were we going to have them involved any more. Indy Leak Detection LLC stated they had not used our family member's credit card information to receive a payment for their failed leak detection on 3/24/25.  I questioned as service vendors run credit card information at the time of service completion. Our family member requires assistance with billing and payments and I had to verify that payment had not been made from the credit card account.  I also told her to not use our family member's credit card information to bill the member now, that we had not authorized them to return, had needed to hire another leak detection company and that I had filed a complaint with the Better Business Bureau due to the reasons noted above. We confirmed with our banking institution that no payment had been made to Indy Leak Detection LLC

  *Has the company met the agreement they outlined in their response?

  
  

  No.  

  
  

  Indy Leak Detection LLC has not taken reasonable care or been accountable as they were not accurate or close to finding the leak, did not document appropriately, could not be reached, resulting in hiring a second leak detection company, contractor, and extensive plumbing repair time, and unnecessary floor damage that is in process of repair. Indy Leak Detection should be responsible to reimburse the second leak detection (less the cost to repair the actual located pipe leak pipe and slab repair holes #3 and $4, and the floor repair or replacement to restore to pre-damage state.  Payments to date include:

  • ******* Heating, Cooling and Plumbing . . $2,500.00      
  • ******************** . . . . . . . . . . . . . . . . .    $   340.00
  • Contractor . . . . . . . . . . . . . . . . . . . . . . . . . .   $     80.00
  • Flooring Repair . . . . . . . . . . . . . . . . . . . . . .   $  Pending estimates

                                                                 Total cost to date   $2,920.00

  
  

  Please note the photo of the kitchen, laundry room, and closet in one view in the ********** Solution Report attached which notes the continuous piece of linoleum flooring.  

  
  

  The floor has not been repaired.and all estimates are scheduled.   Should Indy Leak Detection, LLC reimburse our family member for the total costs of $2,920 now we would consider waiving a civil suit.

  
  

  Thank you, ******* for your assistance.  

  
  

  No signature for personal privacy protection per BBB protocol

  
  
  Regards,
  
  ******** ****

  
  

  Business Response

  Date: 03/18/2025

  Our invoice stated the leak was in the L/R of the closet door, which also where Mr ******* the resident indicated that the contractor prior to us had stated where the leak was located, not in the center of the closet or in front of the dryer.    The Technician from ******* called and stated the resident told them to dig in the center of the closet.   ******* called 2/28 and asked for clarification of where our technician located the leak.  I called the Technician, and he stated the leak was located in the Threshold of the closet door.    ******* explained that the resident Mr ******* told them that the leak was located in the center of the closet floor, so that is where they jackhammered the floor.   ******* also stated they found a crack in the concrete of the Closet floor which may have given a false positive for the ************ reading our technician received.   ******* called back on 3/3 and stated the jackhammered in front of the washer and did not find a leak.   The Chapment Technician stated the jackhammered in that spot because the water line looked like it was running that direction.   On 3/3 ******* contracted with us to do a leak detection at Mr ******** residence, but the resident would not answer the door for us to do a leak detection.    We called ** ***** to ask Mr ******* to let the technician in to do a leak detection per ********* request and she got very upset and stated we were not to be there and she was getting her money back.   I explained that we never charged Mr ********* credit card, she insisted we got paid because the invoice stated paid.   I explained our copy was signed by Mr ******* but we did not charge his credit card.  

  ** ***** has only been involved over the phone and not physically been involved due to being out of state.  Mr ******* is the resident who interacted with our Technician and *******.   Mr ******* also spoke to me and stated that ** ***** took care of paying his bills to help him out.   He was nice and polite.

   

  Business Response

  Date: 03/19/2025

  Our invoice stated the leak was in the L/R of the closet door, which also where Mr ******* the resident indicated that the contractor prior to us had stated where the leak was located, not in the center of the closet or in front of the dryer.    The Technician from ******* called and stated the resident told them to dig in the center of the closet.   ******* called 2/28 and asked for clarification of where our technician located the leak.  I called the Technician, and he stated the leak was located in the Threshold of the closet door.    ******* explained that the resident Mr ******* told them that the leak was located in the center of the closet floor, so that is where they jackhammered the floor.   ******* also stated they found a crack in the concrete of the Closet floor which may have given a false positive for the ************ reading our technician received.   ******* called back on 3/3 and stated the jackhammered in front of the washer and did not find a leak.   The Chapment Technician stated the jackhammered in that spot because the water line looked like it was running that direction.   On 3/3 ******* contracted with us to do a leak detection at Mr ******** residence, but the resident would not answer the door for us to do a leak detection.    We called ** ***** to ask Mr ******* to let the technician in to do a leak detection per ********* request and she got very upset and stated we were not to be there and she was getting her money back.   I explained that we never charged Mr ********* credit card, she insisted we got paid because the invoice stated paid.   I explained our copy was signed by Mr ******* but we did not charge his credit card.  

  ** ***** has only been involved over the phone and not physically been involved due to being out of state.  Mr ******* is the resident who interacted with our Technician and *******.   Mr ******* also spoke to me and stated that ** ***** took care of paying his bills to help him out.   He was nice and polite.

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Indy Leak Detection LLC has not been accountable for their failure to complete the requested service (ultrasound leak detection), not responding to my follow-up calls, not coordinating with their recommended plumber to complete excavation and complete the repair.  I learned they had completed hydrogen detection after the service was completed.  I specifically explained in advance that I was the point of contact for my family member that requires assistance due to his medical condition.  The failure of Indy Leak Detection LLC (to not use an improved and current method of ultrasound leak detection as requested, not mark the suspected physical site or document a diagram with measurements of the site, to not respond to follow-up calls by the homeowner's agent and requestor of the service) has resulted in a delay in repair, additional cost for a second leak detection company to complete the ultrasound leak detection, and extensive time and resources by another plumber.  There are four excavation holes which have damaged the conspicuously visible areas of a continuous piece of linoleum covering the kitchen, laundry room and utility closet, which has been intact and taken care of meticulously by the family member/homeowner since 1992.  We have not requested reimbursement for any pending linoleum repair, and our request for the reimbursement of $2,920.00 is a reasonable request considering the inconvenience of delayed repair with no hot water, and costs incurred by the homeowner due to unnecessary damage which is not yet in a restored state.  All detail has been addressed in previous correspondence.                

  Regards,
  
  ******** ****