Complaints

This profile includes complaints for Len The Plumber, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Len The Plumber, Inc.

  1552 Ridgely St Baltimore, MD 21230-2013

  
• 

  Len The Plumber

  7 Chelsea Pkwy Ste 709 Trainer, PA 19061

  
• 

  Len The Plumber

  8890 McGaw Rd, Ste 320 Columbia, MD 21045

  
• 

  Len The Plumber

  550 Forest Glen Rd Silver Spring, MD 20901

  
• 

  Len The Plumber, Inc.

  3610 Commerce Dr Halethorpe, MD 21227

  

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:12/01/2023

  Type:Customer Service Issues
  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 had poor experiences with the technicians sent for the annual HVAC service plan appointments. The technicians did basically nothing, and I've requested this service be cancelled four times: twice via email and twice by talking to Len the Plumber employees on the phone. My emails have gone unanswered, and the people on the phone, one of whom was named Eddie and the other whose name I've forgotten, were testy and impatient. Not only has this service not been cancelled, I was charged again after I requested the service be cancelled.

  

  Business Response

  Date: 12/06/2023

  Thank you for reaching out.  This Service Plan was effectively cancelled on November 15th. Part of the dilemma in finding the plan Mr. ******** is speaking of is that it is not in his name. The savings Mr. ******** and Ms. ****** were given during the time their agreement was active totals $552.00. While there will be no additional monthly charges Service Plan charges due to the cancellation of this plan, past charges are non-refundable. Thank you!

   

   

  

  Business Response

  Date: 12/06/2023

  Attached you will find documentation showing the savings this customer enjoyed prior to cancellation.

  Customer Answer

  Date: 12/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  As requested on multiple occasions, I have not received written confirmation of cancellation of service. I need someone at Len the Plumber to take ownership of this issue and communicate with me; a snippy response showing savings under the annual service plan doesn't constitute customer service. 

  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:10/26/2023

  Type:Customer Service Issues
  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.

  Len the Plumber's website advertises that they service and repair steam boilers. I made an appointment for a technician specifically requesting steam boiler repair.
  
  I paid $89 for their technician to come to my house and when he arrived, he said the company does, in fact, not service and repair steam boilers, and that I need to call another company. The technician pressured my wife to sign a form without adequately reviewing it, and provided no repair or diagnostic services.
  
  This misrepresentation is fraudulent and I am seeking a refund of the $89.

  

  Business Response

  Date: 10/30/2023

  Mr. *******, We apologize for your inconvenience your
  family faced and have initiated a refund of the trip fee you were charged.
  Please note that we do offer Boiler Services out of all our branches; however,
  at the time you needed this service the branch in question was operating
  without a Boiler Specialist.  We are working internally to find ways to
  avoid this type of occurrence in the future. Thank you.

  Customer Answer

  Date: 11/05/2023

  Refund received and Len the Plumber addressed the complaint to my satisfaction. 

• Initial Complaint

  Date:10/24/2023

  Type:Customer Service 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.

  We hired LTP in May of this year to replace our water heater and boiler. The first tech, Stephen, did not clean up the mud and other debris he tracked in after replacing the water heater. I cleaned it myself. When he returned to replace the boiler, he was accompanied by two more techs, one named Dale and another whose name I cannot recall. They left our house a complete mess. In addition to damaging one of our rugs in the laundry room, they damaged every one of our basement steps as they brought the new boiler inside. Again, mud and other debris were tracked in and never cleaned. Rather than being professional and advising us of the damage they had caused, they left without saying a word. I discovered the condition they left my house in after finishing work for the day. To make matter even worse, they left without relighting the pilot for the water heater, an issue I become aware of when realizing we were again without hot water.
  
  The next day, a rep named Dave came out to clean the house and document the damages. He also relit the pilot.
  
  To this day, the job is not complete. I am still paying for it. No one has come to bundle the wiring and ensure the heating is working properly. I was told the tech Stephen was to come back, but I understand he has since been let go. In addition, the property damage to my home has not been addressed. LTP management advised the estimate we submitted for the steps is too high and they refuse to pay it. They offered to have someone look at the steps, but we declined given the work product we have seen from them. Despite numerous requests, they have refused to provide their GL carrier’s info so we can make a claim. On numerous occasions, we’ve been told a claim would be filed, but that has never happened.

  

  Business Response

  Date: 10/30/2023

  Please bear with us. Attempts to reach the customer to form a resolution have been unsuccessful. As of 230pm today it was brought to my attention that more time was needed due to our Branch Manager and the customer missing one another's calls. I hope to have a resolution within the next day or two.

  

  Business Response

  Date: 11/02/2023

  Our Branch Manager has spoken to the customer and are in the process of forming a resolution. Thank you!

  

  Business Response

  Date: 03/08/2024

  We are willing to send out 2 contractors to provide estimates for the repair of the scratch to the step. We are not willing to replace the stairs.

  Customer Answer

  Date: 03/11/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. 
  

  We expect to have the stairs returned to the condition they were in prior to your employees’ negligence. I will await contact from your contractors. I hope they understand they are to write estimates and not prepare invoices as to not prolong this matter even further. 

  Also, what about consideration for the rug you damaged? You should have a detailed report outlining all the damages your employees caused, including the rug.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Customer Answer

  Date: 03/21/2024

  We are still waiting to hear from Len/their contractors to schedule the in-person inspection of our damaged steps. We also have not received any offer in consideration of our damaged rug.

   

  Customer Answer

  Date: 04/22/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20773866, and find that this resolution is satisfactory to me.
  
  
  I sincerely hope I hear from your contractors soon. Please also advise what your offer is in consideration of the rug that you damaged.

  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:10/17/2023

  Type:Customer Service 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.

  Hello and thank you for your time, We have been trying for two (2) years to get our boiler fixed by your company, to no resolve.
  Invoice # *********, in which plumber stated thermal couple needs to be replaced. This was after the third attempt in which no one showed up for the first time, dispatch calls me 30mins after technician should have been there to tell me hes not coming at all. The next two appointments dispatch made, and the technician still was no call no show.
  After boiler stop working again, I called back, at which time I was told the damper needs to be reset. This technician appointment was not on time the first appointment either and caused another day of missed work. This plumber also stated hes not a boiler service technician, n which we requested since last service. We were charged $243 w/ laughter very un professional, resetting damper. Further more, we did not receive an invoice for this service, which he said he would send.
  Behold the boiler went out again, filled with frustration I called ********** ******* ******, which found a hole in the exhaust work, stating this is why your boiler keeps kicking off.
  Meanwhile two Len technicians changed a part that did not need replaced, OK. But put my family in harms way by introducing CO into home by not finding this sooner.
  
  With more phone calls again, you will find first missed appointment, October 11, 11am to 2pm, dispatch called AFTER 2PM to state he was not coming at all. Second appointment NO CALL NO SHOW. Dispatch calls a day later to state technician is on its way. (emails and Screenshots ) comfirm appointments and times.
  Upon ****** ******* ****** replacement of ******* liner (October 2023) the boiler and duct was so clogged it caused massive debris in the damper and furnace box.
  I was force to get another company to fix and resolve issues, due to Len The Plumber not fixing. The furnace needed a good tune up and cleaning.
  I Pray there was no CO poison, I am requesting a full refund for $243.

  Customer Answer

  Date: 10/17/2023

  Wow and thank you BBB for getting more than I could get done. 

  Im not sure if they  are addressing our problem my name is not Mr. *****, and further more, I spoke with no one this year (October 10, 2023) to discuss a leak or inspection. 

  Please reach out again and let me know, also is it possible for me to get the email of the service manager in question 

   

  

  Business Response

  Date: 10/17/2023

  Mr. *******,

  I apologize for any confusion with our earlier response.  That was indeed was not intended for you. We never enjoy hearing of a customer is dissatisfied and hope to resolve this issue quickly.  I have viewed the job number you submitted and have sent your case to the Branch Management Team for investigation. It appears that your original service was 1 year ago on 10/13/22 (see attached job list) and a recall service appt. was completed on shortly there after on 11/16.  A Member of the Management Team for our Baltimore Branch will reach out to you within 24-48 hours. If you need any assistance in the meantime please feel free to email me here or directly, ss****@lentheplumber.com.

  Thank you,

  Stacy S****

  

  Business Response

  Date: 10/18/2023

  I've been notified that our Baltimore Branch Manager and Mr ******* have come to a mutually agreed upon resolution. Thank you all!

  Customer Answer

  Date: 10/23/2023

  Hello BBB The branch Manager sent an email on Oct. 18, 2023 for a full refund, Im just waiting on the money to post before I respond back satisfactory.

• Initial Complaint

  Date:10/06/2023

  Type:Customer Service Issues
  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.

  7/31/23 TO 8/4/23 we had an employee from Len The Plumber do work at our house. It was a major disaster with the damage caused as a result of his work to the house and the original work requested was never completed. We contacted Len the Plumber Management about our concerns they came to our house to review the damage and walk through the concerns. We were left with having to find someone else to provide the services for the repairs to the damage left behind. We were informed by the Len The Plumber Management to send the invoice and receipts to them for reimbursement. We have submitted and attempted to contact the Len The Plumber Management with no return call or response to email. We were lead to believe they were truly concerned and wanted to make it right.

  

  Business Response

  Date: 10/11/2023

  We were able to work with this customer and come to a
  resolution. All parties were satisfied.

  Customer Answer

  Date: 10/12/2023

  
  
  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:10/03/2023

  Type:Customer Service 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 called LTP on 11 September 2023 I was due to have a hot water heater replaced on 12 September 2023 however, the repair put the in stall date a week later. I have called 10 times at least to get my deposit of $600 back. The work was never attempted or completed by LTP

  

  Business Response

  Date: 10/06/2023

  After speaking with
  the customer, we have reached a resolution and the customer is satisfied.

• Initial Complaint

  Date:09/26/2023

  Type:Customer Service 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.

  Len the plumber came out and diagnosed an issue with a pipe leaking behind the shower wall. We approved the repair and found a lot of damage from the water. Called out Home Owners insurance company. Found out our Home Owners insurance will cover for the demolition. We spent three weeks asking Len the Plumber for an itemized breakdown of all the repairs completed. I spent 18k with them in the last month between the Sewer department and the Plumbing department. Their service department has refused to call us back or speak to us on the phone. What we are asking for is not UN-reasonable. I don't understand why we can't get a break down of costs for all the work. They bill by the job - but don't tell you what your paying for. We saw on the technicians tablet a break down of the repairs. So we know that it is available and yet they refuse to speak to us or work with us. They provided a word doc to us that states 60% of bill was labor and 40% was parts. This is unacceptable.

  

  Business Response

  Date: 09/27/2023

  I was notified that an Itemized Invoice was emailed to the customer this morning. We are considering this case closed. Thank you!

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service 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.

  Len the Plumber charges $49 to come out and provide an estimate. When the Jason G****** arrived, he entered one apartment to check for leaking toilets and then shut the water off and check the meter to see if it was still moving. He noticed that the meter was wet outside but stated that the leak appeared to be on the city side. I then asked would that be provided on the invoice when I pay the $49 and he said no. He stated that he would have to charge me $189 to provide that information in writing. Once I received the paperwork, it was just a invoice with the stated information on it. I then called the Office and asked the Admin Assistant what was provided with the $49 and she stated that they would come out, diagnose the problem and then give me an invoice, so I asked her then why did Mr. G****** charge me $183. She became flustered and got the manager, Todd. Todd got on the phone and became defensive and belilgerent after I stated that I believed that Mr. G****** took advantage of me. Todd then hung up on me. I then searched for the scheduling email that I received an realized that that email states the following "Your technician will then explain their findings and provide you with options for how to fix or replace the issue AND provide a quote to do so. Mr. G****** should have charged me $49 to diagnose the problem and provide me with an invoice that stated that the meter was leaking and that I needed to call the city. Instead, he took LIED and said that it costed $183. I aslo learned that Mr. G****** is not a licensed Plumber.

  

  Business Response

  Date: 09/15/2023

  I received an email this morning from our Branch Manager that all issues have been mutually resolved with this customer.  Thanks!

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service 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.

  On August 16, 2023, a plumber from Len the Plumber came out to the property and did the initial diagnosis (which was completely wrong) as the leak was still occurring a few days later. They sent someone else out from the company and the was reluctant to cut the drywall, even though I gave permission to find out the issue and he did not...but instead did the same job the last tech did and sealed around the shower handle. The leak was still occurring. Called them again and they kept rescheduling at the last minute. Finally after the third rescheduling, they called again at the last minute and cancelled leaving me with the problem after being inconvenienced on multiple occasions by them and out of $296 which could've gone towards the bill to the new plumbing company (******* * ****) that I called. The new company that I called came out early the next morning, which was great considering the late cancellation by Len the Plumber, and did a thorough diagnosis and fixed the issue the same day. Waste of time, energy, frustration and money on the part of Len the Plumber from beginning to end.

  

  Business Response

  Date: 09/13/2023

  Per our Baltimore Branch Manager, "After speaking with Mr. ********, We have satisfied all
  concerns and they are happy with our resolution."

• Initial Complaint

  Date:08/28/2023

  Type:Customer Service 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.

  On 8/17/23, Len the Plumber came out, charged me $498, but did not fix my water heater. They told me I need a new water heater and it would costs over $5000. When the plumber left I immediately started working on getting estimates for water heaters. FH **** came out right away and in 15 minutes, fixed the issue, and told me my water heater does not need replacing for some years. I had to keep calling to get a manager at Len the Plumber. When Kelli L***** finally responded, it was a pretty generic email. I requested a discussion and I requested my money back. Neither she nor anyone else has responded back to me. I paid a lot of money, they didn't fix the problem, gave me bad advice and now won't even truly work with me on a fair refund or anything. This is terrible. They cashed my check within just a few minutes of receiving it and now won't communicate. I feel really shafted by this company.

  

  Business Response

  Date: 08/30/2023

  We are happy to report that this case was resolved amicably with the customer.  Thanks!

  Customer Answer

  Date: 09/05/2023

  Just adding that I received Ed a call from the manager Kellie and she indicated I should receive a refund by September 11th.

  Thank you