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

  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

  
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  Len The Plumber, Inc.

  2091 Springdale Rd Cherry Hill, NJ 08003

  

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: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.

  We had some plumbing work done at our house. After two days of working we spent approximately $2000. The second technician then offered us a service contract for plumbing, heating and air conditioning. We purchased the contract and Len the Plumber started billing our credit card monthly. A few weeks later we returned home from vacation to find our upstairs air conditioning not working. We called Len The Plumber and they told us they don’t offer air conditioning service in our area yet. We were upset that they honor the contract. We called and canceled the contract. Now, weeks later one of the sinks originally repaired has started leaking again. When I call now I’m told we are on a “no service list”. They won’t send any technicians out.

  

  Business Response

  Date: 08/30/2023

  Mr. ******,
  Thank you for bringing this matter to our attention. 
  It is standard procedure for our Membership Team to place a “Do Not Service”
  tag on a customer profile when that customer breaches the 12-Month Membership
  Agreement that awarded them savings above $500. Our Technicians are trained to
  notified customers when a Branch will begin offering a new service which is to
  be covered within the agreement. In your case, our PA Branch will begin
  offering Heating and Air services on October 1st, 2023. This portion
  of the agreement includes 2 yearly annual checkups. We do understand that it
  must have been frustrating to not have been able to take advantage of those
  services at your time of need. As an act of good faith, we have cancelled your
  Membership agreement without penalty as well as removed the Do Not Service tag
  from your account.  Please note that you will not be eligible to re-enter
  this agreement. With regards to the reoccurring plumbing issue you’re
  experiencing, our records indicate that a Recall Service has been scheduled for
  this Friday, 9/1/23, at 8am to inspect services rendered by our plumbing team
  on 6/30/23. If there are any further questions or concerns, please feel free to
  contact us here or via email, ************@lentheplumber.com.
  Thank you.

• Initial Complaint

  Date:08/22/2023

  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.

  Leaking water heater replaced with new unit. Was sold a membership at the same time.
  Several times the house circuit breaker tripped after installation. Several attempts to solve this caused me to fix it myself.
  They replaced a water heater with a 5,500 watt load with a 12,000 watt load on my circuit breaker, and they could not understand why the breaker tripped.
  When I spoke to the manager, he apologized, and promised to stop the membership with no penalty.
  Since then I have received 3 e-mail attempts to start charging me for the membership, and it is harassment.
  "An exceptional membership charge is pending on your account. We will attempt to process the charge again within the next 5 business days. If unsuccessful, further steps will be taken.
  To update your Card on File, kindly contact us at (844) 912-5276.
  if you have any questions or concerns about membership pricing or service, please don’t hesitate to reach out to us. We hope to continue serving you and your family with the highest level of service and care. "
  I need this to stop.
  I need a written letter explaining why they keep harassing me, and that it will stop.
  I need an e-mail stating this will never happen again.
  I want this in the BBB records for all to see.

  

  Business Response

  Date: 08/28/2023

  First and foremost, I apologize for my delayed response, I was OOO last week when this came in.  However, if does appear that this Membership was effectively canceled and removed from our monthly membership billing last week, on 8/22/23. Please see attached. Thank you.

  Customer Answer

  Date: 08/29/2023

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

  This began in April 2023.

  I was promised many times this nonsense would stop, and again I see a screenshot of something saying it may have stopped.

  I want a clear letter stating why this took so long and that it is officially over, according to corporate LTP.

  I want the same in an e-mail.

  This needs to be the REAL end, since I have so many empty promises.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:08/09/2023

  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.

  Paid a $49 charge for a tech (Sylvester) to come onsite and produce a quote to replace an 80 Gallon commercial water heater on 7/26/2023. I still have not received a quote promised by close of business that same day and no call backs after at least 4 calls and told the rep would call me. I'm out $49 and no quote for replacement now 4 days later. The bids have closed now, but I want the $49 back that got me nothing. Sad way to run a company. I would not ever trust them to do the work anyway after this event. Thank you!

  

  Business Response

  Date: 08/16/2023

  Please bear with us while we investigate this case. We expect a resolution to be complete by Friday, 8/18.

  

  Business Response

  Date: 08/16/2023

  We apologize for any inconvenience Mr Hillyard experienced. Attached you will find a screenshot of from our billing system; this refund was processed on 8/1. 

  Customer Answer

  Date: 08/18/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and did receive the requested refund. I finally received the quote today, 2 weeks late. I find that this resolution is satisfactory.

  Thank you for your help in this matter!

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

• Initial Complaint

  Date:08/08/2023

  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.

  7.28.23 - date of initial service
  Request refund of $428
  I have repeatedly tried to contact the company for a week without success. No one will call me back. I have left multiple messages.
  Plumber created more of a problem than I initially had. His demeanor was unprofessional.
  See attached documentation for reference.

  

  Business Response

  Date: 08/16/2023

  Please bear with us as we process this .Case internally.  I expect feedback from the Service Team by EOD Friday.

  

  Business Response

  Date: 08/17/2023

  We have spoken with the customer; all concerns have been resolved.  Thank you!

  Customer Answer

  Date: 08/18/2023

  
  
  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:06/21/2023

  Type:Service or Repair 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.

  In Jue 2022 Len the Plumber installed a new sewer line. There is indeed lots of things they said they are not responsible for damaging. They told me about these. They told me the earth may settle and I would have to regrade. They NEVER EVER, NOT EVEN ONCE said that there was a risk of sudden water in my basement, leaking. I would have gone a different route if they had. They refuse to do anything about it.

  

  Business Response

  Date: 06/23/2023

  Our Sewer Manager for this Zone went to the customers property to inspect the area in question. His inspection did reveal that there was water coming in from, around, a pipe that we had installed through the wall (see attached photo).  We are scheduling a crew to go back out to
  excavate the outside and ensure the pipe is sealed properly, tamped with a
  mechanical tamper to ensure it water doesn’t accumulate at the foundation. Additional signs of water issues not related to our
  excavation were also discovered. We have notified the customer of these issues as well. Thank you.

  Customer Answer

  Date: 06/29/2023

  
  
  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:06/21/2023

  Type:Billing 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 Sat., June 27, I contacted Len the Plumber (LTP) to schedule someone to install a replacement toilet and bidet seat. I had used LTP a couple of times in the past and found the scheduling process easy, the work excellent, and the prices fair. When the plumber showed up, he said that the cost would be $691. I said that this seemed very high, but he said that this was the cost prescribed in his software. I needed to have the work done. I had already purchased a new toilet and bidet seat, and drained and disconnected the old toilet to make the plumber's job a little easier. I told him to go ahead and I would discuss this with his office when he was done. The work took about 1.5 hours and the plumber did a good job.
  
  I have tried three or four times, via phone and email, to find out why it cost about $460/hour for their work. I also asked if I could apply a coupon from LTP for $60 off the cost. I had forgotten to show it to the plumber when he was here. On the phone Mon., June 19, Mr. Nikola Lashev said that someone from the service dept. would call me back. No one has. I sent Mr. Lashev a follow-up email. That has not been answered either.
  
  I would like an explanation for the $691 charge. I think that it is likely that I was overcharged. I would also like to be able to apply the $60 coupon for plumbing service from LTP.

  

  Business Response

  Date: 06/26/2023

  A Manager at our Baltimore location spoke with the customer about the invoice and deemed that a
  partial refund was warranted. It is our understanding that this customer is happy with the tech and services provided.

• Initial Complaint

  Date:06/16/2023

  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.

  We had a clog in a toilet and called Len the Plumber.
  They decided to take off the toilet $600, to snake the clog.
  This is in a guest suite and a toile the at is not used much.
  Two months later we noticed the base was cracked from being tightened too much.
  I called Len the plumber. They came out and said that they were not responsible.
  The toilet might have been old, or it was already cracked.

  Customer Answer

  Date: 06/16/2023

  Len the Plumber refused to be responsible for installing a toilet that cracked within 2 months.  Another plumber assessed the damage and replaced the toilet.  He said the bolt were too tight and the plumber could have used the main drain 5 feet away and not used to more expensive method of removing the toilet.

  

  Business Response

  Date: 07/03/2023

  After a discussion between the customer and our Branch Manager partial monetary resolution was mutually agreed upon.

• Initial Complaint

  Date:06/14/2023

  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 was told 2 leaks were going to be fixed by replacing the main water line to my bathroom. I was also going to have a new toilet put in. This work was described in detail to me. In reality, in addtion to those to things, the hot and cold water lines to my bathroom were replaced. Since then , I have ot had anything but lukewarm showers. I had to replace the toilet because it was too tall and my feet did not reach the floor. Upon doing that it was discovered two critical pieces related to the toilet were broken when the new one was put in. They had to be fixed before a second toilet could be put in. To this day my new plumbing company is still attempting to figure out why I have lukewarm showers. I was also left with a leak in my ceiling where the new hot and cold water lines were replaced. At no time during the description of the work that was going to be done did anyone tell me that my hot and cold water lines into my bathroom were going to be replaced. This did not need to be done nor did I want it done. This was done without my knowledge or consent.. It has taken many hours for the new plumbers to fix all the issues caused by Len the Plumber. I want 3000 back out of the 9000 I paid Len the Plumber.

  

  Business Response

  Date: 07/05/2023

  After a conversation between the Branch Manager and the customer an agreement of a partial refund was agreed upon. 

  Customer Answer

  Date: 07/05/2023

  
  
  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:06/05/2023

  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 5/31/23 a Len the Plumber technician ran an icemaker line from an exposed water line to a wall behind my fridge. This was done by the second plumber that was sent out as the first plumber stated he could not do the job. The first plumber stated that if walls had to be opened by them and the job was very expansive then it could be up to $1200. When the second plumber came out he said that he wrote the estimate for worst case scenario but that it would be much much less than was estimated because everything was exposed already. A mitigation company, *******, was already at the house and had opened up the ceiling in the basement and exposed all of the pipes where the copper icemaker line was branched from. The second plumber said that the saddle valve was not code so he would remove the copper pipe and replace to be to code. The plumber left the house and came back later and installed plastic piping where there was copper and was saying that he was done but when I went to check i realized there was plastic piping where the copper was. The technician said that it would have been thousands of dollars more for copper. Additionally there was no water pressure in the house because the technician had wrongly opened a valve to a broken irrigation system and if I had not found this water would have continued to pour into the yard causing even more damage. Also there was water dripping from two of the other pipes that would not have been corrected had I not stopped him and inquired. I felt coerced and taken advantage of to agree to an estimate that was extremely out of scope for the repair work so that my home would not continue to be damaged and now even once it is all over based on all of the things that I found without a trained eye I have zero confidence and a lot of concerns that the work that was done was done correctly and wont cause me further problems. Additionally the technician took copper pipe from my home and then lied about it being thrown away until challenged

  

  Business Response

  Date: 06/12/2023

  
  LTP management spoke to customer and set up a site visit for
  Monday 6/5. At this time the customer is happy with the resolution provided.
  

• Initial Complaint

  Date:06/02/2023

  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.

  On march 13 Len The Plumber came to my house, installed a new circular pump shut off the water supply. To the broiler installed new valves on the radiators filled the the heating system. Opened the expansion tank checked for leaks. Ceiling was damaged because of faulty radiator leaks upstairs dining room and living room. Replaced faulty wiring on thermostat and put a new one in they removed all the old wires. I paid 3.249.00. For that. Well two days later. My radiators made a loud sound. Water rushing down. Only to go down stairs. And find my basement flooded with water The heater broke and so did my water tank. When they were putting in the air pump on the heater the basement flooded the basement. He said I didn’t have a French drain. And that was why basement flooded. Invoice number. *********. They were contacted and we had a date for march 22. They came out and tried to say it was not our fault or there’s. One was for 5238.00. To cut off the water and gas. Cut out old lines. New boiler new lines reconnect new liens. And clean. They never cleaned after them selves. The water in my basement was a couple inches deep. Estimate number. ********* another one was done 4718.00 cut off power water and gas feed cut out old lines removal of old boiler install a new one new line feeds. Turn power back on check for leaks. Clean work area. Set temp 1 year warranty on labor. After a coupon was taken off it came too 4.619.00. I have called other companies and they said it’s there problem. Or put the price over 8.000.00. Yes I have pictures.

  

  Business Response

  Date: 06/12/2023

  Our Branch Manager spoke with Ms. **** earlier today and, due to the extenuating circumstances, has agreed to a full refund. We apologize for this unfortunate and inconvenient event.

  

  Business Response

  Date: 07/14/2023

  Ms. *****s job was completed today. Attached you will find pictures showing the new Water Heater and the newly installed Boiler. Terry N****, our Service Manager, was onsite when our technician, Corey, installed this boiler today. Terry noticed a water leak from the ceiling. Corey noticed leaks yesterday and notified us.  Our team wants to make sure all are aware of the roof leak; obviously we are not responsible for this leak as we were no where near the roof or ceiling.  You will also find multiple pictures  from indoor (we are not allowed on the roof) showing a leak that is coming from the ceiling. This is not something we are responsible for or will
  pay for.  The new boiler held 20psi which means there was never a leak
  since water could not have been there. There are no water marks to be found on or near the the
  old boiler. There is water
  damage and an active leak on the ceiling in the basement and the first floor,
  nothing seems to have leaked anywhere near the radiators except the leak
  in the corner dripping down from the ceiling, down the wall in the corner but
  not effecting the radiator (again, see attached picture). The radiator does work perfectly fine. The new Boiler is filled and ready to operate. Ms. **** will need to have an electrician come out and connect the new electric to the panel. This is a service we do not provide or cover the cost of. Thank you for your help in resolving this case.