Complaints
This profile includes complaints for Len The Plumber, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 163 total complaints in the last 3 years.
- 70 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/22/2024
Type: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.
I entered into a monthly service contract with Len The Plumber for $16.59 a month. In October 2023 I called and requested promised services, to have plumbing inspected prior to the winter season’s onset and I was informed scheduled for a subsequent appointment. The technician did not arrive fore the services as scheduled. When I called them to ask why, I was told that they were short on technicians and would not be able to provide me the service. I requested a cancelation of my membership and stoppage of the automatic monthly fee withdrawal from my checking account. I was assured that the membership would stop. After a month of withdrawal, I called again and requested a cancellation. After another month of the monthly withdrawal, I requested another cancelation. All this time I have been assured that payment withdrawal would stop. As of 1/16/2024, my bank account was debited for the monthly $16.59. After speaking to several company reps, no one has done anything to stop the automatic withdrawals.
Business Response
Date: 01/22/2024
Mr *****'s Membership was cancelled and a request for a refund was submitted to our Accounting department for processing. The refund should appear on his credit card within 10 days. Thank you.Customer Answer
Date: 01/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
Date:01/16/2024
Type: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 paid a deposit for Services to Len the plumber. I canceled the services because Len the plumber could not do the repairs that same day… that was on December 19. I have yet to receive my refund. I have called on numerous occasions still to no avail. I’m asking Better Business Bureau to help me to Receive my refund of $102 for services not rendered.Business Response
Date: 01/23/2024
A refund was processed for Ms. ******* on 1/13/21. It can take 2-3 business weeks for the bank to apply credits back to a credit card.Initial Complaint
Date:01/16/2024
Type: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 contacted Len The Plumber on 1/2/24 to replace my broken outside water line, and they told the cost would be $4,658. I signed the contract for $4,658 for them to start the work on 1/8/24. They returned on 1/8/24 and started the work and located the broken water line, however, it's under the driveway so they would have to missile underneath the ground to do permanent connection. As a result, the price would be change to $8,428. I advised them I could not pay that amount because it's a big increase from $4,658..They demanded payment in full or they would shut my water off and would need to pay them for the partial work they did, which cost $3,900. I had no recourse but sign the contract for the $8,428 and pay them in full, so they could finish the job so my family could cook and take showers. My neighbor told me that Len the Plumber has been taking advantage of other customers as well by not telling them upfront that the price of the job could change before starting the job.Business Response
Date: 01/23/2024
We, Len The Plumber, do provide upfront pricing that is agreed to prior to a job commencing; however, there are times when more work than originally expected is necessary to complete a job properly. Bear with us as we have the estimates and invoices associated with Mr. ********'s job reviewed for accuracy. We expect to have additional feedback early next week for this case. Thank you.Customer Answer
Date: 01/24/2024
I would like Len the plumber to adjust the bill because they did not set my expectations upfront by advising me that the price could change. If I knew that, I could have gone with another company. They placed me in a difficult position by threatening to turn my water off and take my meter if I did not pay them over $8k.Initial Complaint
Date:01/12/2024
Type: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.
O/A 1/11/2024, I submitted a service request with the company to check out a possible carbon monoxide (CO) leak from a gas stove and to check out a foul smell coming from the kitchen sink's P-trap or plumbing vent. Company acknowledged the request and stated a technician would arrive on the premises on 1/11/2024. No service fee or estimate was stated for the initial service call.
The company identified the tech as originating from *** *******, El Salvador. The tech assessed the situation and using a computer I-pad, tapped pictures of each task he planned to perform: $296 to detect stove gas leak (I declined svc and opted to replace stove. The gas valve was shut-off by the fire department several days earlier.) The tech quoted $497 to install a new stove; $396.00 to replace the P trap; no price for unclogging a double sink drain. The Tech asked me to electronically sign my name on the I-pad.
The Tech performed the work, then using the I-pad scrolled to a page containing only a blank signature block. No other information was visible. I signed the electronic form and told the tech I wanted an itemized receipt. He assured me the receipt would contain an itemized list, but when I received the documents via email, the information was not there, only a generic description of services rendered. I verbally contacted the company by phone for an itemized receipt and was told the problem would be forwarded to the service department. No one called.
I also wrote a request for an itemized receipt via the company's web page and wrote a request in Spanish on the tech's web page asking for the detailed receipt. I believe the company charged me for the $497 stove installation and $296 for the stove gas leak inspection. The company did not provide me with a credit card receipt.Business Response
Date: 01/23/2024
This case has been sent to the appropriate Branch Management Team for Resolution. Additional information to be submitted by EOW.Business Response
Date: 01/26/2024
For clarity, the customer placed this request
for service online. Our online booking engine is set to automatically advised of the trip fee. A copy of the paid
invoice was sent to her on the day of service with the service summary included
and again the following day. However, she was requesting an itemized invoice which our system does not automatically provide because we charge by the job vs hourly w/ a material breakdown. As a
resolution to the miscommunication a new invoice listing the separate tasks performed was provided and
accepted by the customer, thus resolving this complaint. Thank you!Customer Answer
Date: 01/26/2024
Complaint: ********
I am rejecting this response because: after the business provided the itemized receipt, I noticed a charge of $296.00 that was not performed by the company. I notified the company of this overcharge and have requested a refund and the company states it will take until Feb 9th to see the refund. Until the refund is received, this matter is still open. See attachment.
Sincerely,
***** ******Business Response
Date: 02/05/2024
Our Accounts payable department has confirmed that Ms. ****** refund was processed last Wednesday. I suspect she should see the refund in her account by end of week if she doesn't see it already.Customer Answer
Date: 02/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
Date:01/12/2024
Type: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.
This is the (edited due to your space limitations) email I sent to Brian L********* on Jan 1, 2024. He has not replied. I am unable to fit all of it in here so I will just say that I was 1. overcharged and 2. ghosted by the tech and 3. not contacted by anyone despite repeated requests and a solution proposal in my email.
I am following up on our conversation from Dec 20th, 2023, about my service visit on Dec 17th, 2023, with tech James A*******.
On Dec 16th, I called Len The Plumber to schedule a toilet replacement. I specified the color(off white). I was given a time window for the next day, Dec. 17th. When Mr. A******* showed up on Sunday, he did not have the toilet, saying they are not allowed to have them on the truck. . A******* looked around on his tablet and said we should go to **** ***** to get one. I didn't think they had any off while toilets but I want to say the he said they did. Of course when we got to **** *****, they did not have any off white toilets. Mr. A******* said said, "..I can still do the valve, though" which almost seems to suggest it's part of the installation. He installed the valve and said he would go to ************ on Monday and call me to let me know if they had the toilet or not. He never called back.
When we talked that Wednesday, you correctly guessed that the circle part of the valve had not been replaced. The charge for this visit seems excessive for an incomplete valve installation : $440.00 which includes an $80 promo. So here I am, weeks later, still without a toilet and with a 35 yr old part left on the wall).
You yourself even said that seems more like a charge related to work for a main drain line. . I think since I still have not procured a toilet that a credit is my request. i think a refund of $200, leaving a payment to LTP of #240, is reasonable given all of the circumstances.
Please contact me if you have any questions. I look forward to your reply.Business Response
Date: 01/23/2024
We apologize for the delay and expect to have additional information and/or a resolution by EOW. Thank you.Business Response
Date: 01/26/2024
First, we want to apologize to Ms. **** for the initial
breakdown in communication and any inconvenience. Lastly, we are happy to
say that we have were able to reach a resolution and consider this case
closed. Thank you!Customer Answer
Date: 01/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. So, while I still await a promised check, I am accepting this resolution.
Sincerely,
****** ****Initial Complaint
Date:01/11/2024
Type: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 recently had a HVAC technician come out and perform some maintenance. Once the service was completed, he sold me on the hvac/plumbing annual membership and highlighted all the benefits. I called to have one of my 3 annual services and they couldn’t send anyone out for 2 months, which was after the new year. When the guy finally arrived, none of the services were even performed; instead he tried to sell me a “new air scrubber that would kill Covid” which I’m sure he gets a commission from. Additionally he tried to talk to me about Sasquatch for 30 minutes and smelled strongly of marijuanna. Totally unprofessional. This membership is a SCAM and I couldn’t be more furious.Business Response
Date: 01/23/2024
We apologize for the delay. Mr ******** account Service Plan has been terminated; effective immediately. A refund of the January charge was awarded due to the delayed processing of the cancellation. No further refund was awarded due to the original savings awarded at the time the agreement was entered; original savings was $132.00. Thank you.Initial Complaint
Date:01/11/2024
Type: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.
We called last week as our furnace went out. The technician came in good time and tried everything he could. But he was missing a part. We went through the weekend, and today no one came and we still do not have heat. The company called at 7:30 AM to say they had the part and a tech would be out soon. No one came, even after we called back 3 times. We are still without heat. We are abrogating the contract with them. We will contact a reputable furnace company tomorrow, Tuesday. Previously they did a good plumbing job for us; but this is unconscionable as we are either 80 years old or approaching it.Business Response
Date: 01/23/2024
Bear with us as we await a resolution from our HVAC Management Team. This is the 1st BBB case they are experiencing. I've asked them to forward a resolution by this Friday. Thank you.Business Response
Date: 01/26/2024
We spoke with Mr. ******** on January 15th and
agreed to issue a full refund of his deposit. This refund was held up
internally and didn’t make it to Mr. ******** within the 7-10 day window originally
stated. We have attempted outreach to
Mr. ******** to apologize for this inconvenience and have reached out to our accounting
department to process this partial refund asap. Thank you.Customer Answer
Date: 01/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ********Initial Complaint
Date:12/18/2023
Type: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.
The technician of the business repaired my plumbing work and I paid in total $1,982.59. However I paid $155.00 for the part which is not replaced with the commitment he will replace on the second day. But on the next day he told me the part is not available. I asked a refund but he told me there is no accountant to process refunds. So I submit my complaint in order to get my refund of amount $155.00..
The second complaint is to refund the 2 months' membership fee $33.18. The technician when asking me to pay for membership it was with the understanding I can cancel anytime. However, when I call the business after the payment is processed , the business told me that I can not cancel before a year. How can such enforcement can apply without signing a contract?
Therefore, I kindly request a refund of 188.18 in total and also cancel the membership.
Sincerely
******* *****Business Response
Date: 01/23/2024
It is my understanding that on 12/20 we have adhered to the customer request and have come to a
resolution.Customer Answer
Date: 01/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *****Initial Complaint
Date:12/12/2023
Type: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 City of Baltimore water bill increased from approximately $200 per month to over $1,000 per month because DPW confirmed that there was a 24-hour water usage (leak) on the consumer side, INSIDE my home. To repair this leak, on 10/16/2023, Len The Plumber began a two day job to:
"Install new water serv***, under 75ft. Install new blk poly. New water serv*** will need to be trenched from meter to home. Re drill foundation under freeze line. Sealed inside and outside. Sleeved thur [sic] foundation Updated with all code requirements." Cost: $8,891.00
The City of Baltimore confirmed that there was still a 24-hour water usage (leak) after the LTP work was done. When I reported that to Len The Plumber, Ron R***, Service Technician returned and asked to meet with the technician from American Leak Detectors. ******* **** ********* provided complete reports and showed that the leak was visible under concrete that Len The Plumber had poured. The dispute is that Len The Plumber did not fix, but covered over the problem. The work Len The Plumber did was expensive and not required.
******* **** ********* repaired the leak. This was confirmed by the City of Baltimore.Business Response
Date: 12/18/2023
Prior to 12/14/23 all
attempts to reach Ms. ****** were unsuccessful.
On 12/14/23 at 12:31pm we
were able to speak to Ms. ******, a brief 4-minute conversation, regarding the
issues summarized within her BBB complaint. Unfortunately, we found Ms.
****** to be defensive as she stated she didn't want to speak to us about the
incident. She informed us that she was too busy taking care of other issues to
discuss the matter. We apologized and offered to speak to her at a more
convenient time for her, to resolve the issue. Ms. ****** stated to give her a
call on 12/15/23 at 12:30pm and, if she was available, she’d take our call.
On Friday 12/15/23 at 12:30pm
we reached back out to Ms. ******. At that time, she stated that she remembered
the conversation and did not want to speak with us about the issue. Our Branch
manager offered to call back at a better time and, also, offered possible
solutions, including a partial refund, in attempt to resolve the issue;
however, she was not willing to come to a solution at that time. Ms. ******
stated that she would not be able to discuss the matter until after the
holidays and that she preferred that someone from the BBB speak to us on her
behalf. After which she ended the conversation.
Curiously, we investigated calls associated with her account
within our call center software. This search verified that no calls or
complaints from this customer had been logged to date. We would like to resolve
Ms. ******s concerns but we’ll need to have a conversation with her to do so.
Any direction from the BBB is welcome. Thank you!Customer Answer
Date: 01/05/2024
Greetings,
In response to:
Once clarification has been received, BBB will be able to continue processing of the complaint. Please be aware that should BBB not receive clarification within 5 calendar days the complaint must be closed accordingly.
I am requesting a full refund since the work that Len The Plumber, Inc. did fix the 24-hour water use problem. If they are offering a refund to the Better Business Bureau, please advise. I tried to click the red link to see my options and did not see any. Please call me to expedite communication. I do not check my computer daily.
Thank you,
** ***** ******
Initial Complaint
Date:12/11/2023
Type: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.
On 11/25/2023, my fiancé and myself enlisted the help of Len the Plumber, due to what we thought was a well issue.
The technician came to our residence and went to our well pump, to take some readings. He came back into the house to tell us that our well pump was no longer good, and that he was getting abnormal readings.
After he told us that us that our pump was no longer operational. He proceeded to write us a
estimate to install a new well pump, quoting us around approx. $5,000.00. He told us that the diagnostic fee of $488 would be waived if we decided to go with them. As me and my fiancé were not in the position to make a decision on the fly we indicated we would review and get back to him.
On 11/27/2023, we had another company come and review our well, and to get a quote on a new well pump. We found out that the Len's technician had not rewired the pump. And to our surprise that we did not need a new pump, and our old pump was in fine working condition and that we were getting enough pressure in our tank.
Had we replaced the well pump as suggested, our issue would not have been fixed, and we would have still had no water and been out $5000.00 dollars. We are requesting a refund at this time.Business Response
Date: 12/18/2023
Mrs. ********* has spoken to
management and a resolution has been reached. We were happy to hear that she will continue to use our services in the future. Thank you!
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.