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

  7 Chelsea Pkwy Ste 709 Trainer, PA 19061

  
• 

  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:05/30/2023

  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.

  We called Len the plumber to come out to check out our sump pump as the discharge pipe was leaking. We also wanted them to solder a small copper pipe under the sink as a piece of shark bite got stuck in part of it. The tech who came out claimed besides the discharge pipe needing to be replaced we would also need a new sump pump which he was very pushy about even though ours was working fine it was just the discharge pipe. He installed a new sump pump in but also stated our backup sump pump was shot and needed to be replaced despite it being a couple years old per the previous house owner and was working fine. Also he said the battery was barely working even though when I talked to the previous home owner he stated the battery was a few months old. After removing the backup I said I wanted it back as he took it to his truck. He had already cut wires for it so it was thereby useless so we needed to buy a brand new backup which we will need someone else to install. He did solder the pipe we needed but capped it at the end so we couldn't even access it. Overall it cost $1900 which is ridiculous given that we then needed to replace the backup which cost an additional $600. Overall terrible experience will never use them again.

  

  Business Response

  Date: 06/06/2023

  
  The customer was contacted and said he
  purchased the sump pump backup and battery. He was scheduled for Saturday June
  3rd for a technician on Job# ********* to install the sump pump
  backup. He will also be refunded for that portion.
  I spoke to this customer this morning and he said he was
  satisfied and is in agreement to remove his complaint with the BBB.

  Customer Answer

  Date: 06/06/2023

  
  
  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. Len went above and beyond in addressing my complaint allowing us to come to a reasonable resolution 
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:05/26/2023

  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.

  This Posting is about Len the Plumber. Last week the technician came to my house to unstop a sewage and drain line and charged me in excess of $600. This morning, a week later the same problem exists and the person receiving my call says we will have to charge you again because we cannot control water. A technician is supposed to return today. Len the Plumber apparently does not guarantee their work or they are just taking advantage of me. Who can I call or how can I seek remedy?

  

  Business Response

  Date: 05/31/2023

  
  On 5/13/2023, John P*** was dispatched to a call at ****************, Bel Air, MD 21014, for a secondary drain cleaning call.
   Upon arrival and inspection, it was determined that this was in fact a
  main line stoppage.
  
  Our technician John P*** ran the main line drain machine
  down the main line to provide relief to the system. He pulled back roots and
  rags in the snake. He informed and showed the customer the roots and rags. The
  customer was informed in writing that there are no guarantees on the drain
  cleaning.
  
  On 5/26/2023 we received another secondary drain cleaning
  request from the same location. John P*** was dispatched and upon arrival found
  the same situation as before. He then called a camera operator and set up a time
  (6/2/2023) for the main line to be inspected. He did not charge the customer
  any additional fees on this call.
  
  At this time, this customer needs to have a camera service
  and most likely will need a sewer replacement completed in order to resolve
  this issue. A camera ticket is created for 6/2 to provide more options to the
  customer. There is nothing more that service can do to at this point, we have
  fulfilled our contractual obligations and went out at no additional charge once
  already.Tell us why here...

• Initial Complaint

  Date:05/05/2023

  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.

  Kendall told us the two different prices to clean the drain line were $792 (through the pulled toilet) and about $461 (through the drain in our utility room). He also stressed that running the snakes through the pulled toilet would be better so we agreed for him to run the snakes through the pulled toilet. After finishing his work, he told me that he used three snakes, 45 ft long each so the total length was 135 ft and he could not find anything or pull back anything from the drain line. However, the water was still backed up after his work. He also stated that with 135 ft he was already outside of the building. He suggested us to bring another technician with a camera to actually see what was going on. So we asked him to call a camera man to come in.
  
  About two hours after Kandall had left, Mike arrived for a camera inspection. His camera was stuck and he could not push it any further when was at about 50 ft and the location of the camera head was found in the middle of the building but Kandell had said 135 ft would be somewhere outside of the building.
  
  I am writing this complaint because Kandell did not perform his work the right way and still charged us $792. If he had run the three snakes in the total length of 135 ft which was somewhere outside of the building as he stated, Mike’s camera would have not been stuck in the middle of the building.
  
  I then found out on the first receipt, the charge of $560 includes a follow-up visit for a camera inspection of sewer line but we were charged for another $500 by Mike B*****. In addition, the charge of $411 was for pulling and resealing the toilet. I would like to ask for the refund of at least half of $411 because the toilet was pulled by Kandell but it was not resealed by any technicians from Len the Plumber.
  
  In conclusion, we paid two checks to Len the Plumber in the amounts of $792 and $500. I would like to ask for the refund of any services which were not performed right

  

  Business Response

  Date: 05/30/2023

  We have reached a resolution with this customer regarding their BBB review. The customer has agreed to remove their BBB review upon completion of this resolution process.

• Initial Complaint

  Date:05/01/2023

  Type:Sales and Advertising 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 the morning on 4/30, I called Len the Plumber for same day service for leaking bathtub faucet. Was told $49 trip fee which would be credited against any work, and I agreed to this. Technician showed up in allotted time window. I am requesting a refund of the $49 trip fee because the company did not act in good faith given the technician was trained to upsell and overcharge for the required service and proposed service that I did not need. I paid the trip fee and did not accept any of the proposed service, and the technician left without any further discussion. Len the Plumber sent the technician in BAD FAITH; I assumed for $49 that I would get a service call that would fairly diagnose the problem and fairly quote a market-based price.
  
  How do I know they acted in very BAD FAITH?
  
  The cartridge in the handle of the bathtub was indeed broken and did need replacement. I had it fixed today by a very reputable plumbing company for $293. Len the Plumber proposed invoices from $757 for the SAME EXACT job to $1,062 to replace the faucet and plate handle (absolutely NOTHING is wrong with the faucet nor is the plate handle broken.) The young man (technician) from Len the Plumber is NOT THE ISSUE -- the issue is that his management is training them to make house calls for $49 and then attempt to charge more than double market price for a job and/or upsell services the potential customer does not need.
  
  How many folks, including senior citizens, are potentially getting "ripped off" by this unethical sales practice?
  
  I request a full refund of the $49 service fee, since Len the Plumber acted in Bad Faith.

  

  Business Response

  Date: 05/02/2023

  Len the
  Plumber serviced Mr. ***** on April 30, 2023, for the original concern of the
  faucet is consistently running and won’t shut off. Our technician gave
  homeowner multiple options; however, our technician did make the mistake of not
  offering to perform a repair to the faucet. The only charge issued was the
  $49.00 trip fee. On May 1, 2023, Mr. ***** called in & a task was created
  asking for the $49.00 trip charge to be refunded. Jonathan H*******, Service
  Manager, created a refund request for the $49.00 on 05/01/2023 at 1336. The
  refund request was approved by Don C*******, Branch Manager, on 05/01/2023 at
  1350. Mr. ***** was contacted by Service Manager Glen C**** on 05/01/2023 at 1330.
  Mr. ***** was satisfied knowing he was going to be receiving his $49.00 trip
  fee refund. 

  Customer Answer

  Date: 05/03/2023

  
  
  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.
  
  
  Thank you !
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:05/01/2023

  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 April 4, 2023, I hired the plumbing company to replace a shower faucet, install a water softener system and repair some copper pipe connections that showed signs of corrosion. The total the company charged me is $6,368. The list of the wrongs the company did are detailed below:
  
  1) The technician left behind broken tiles in the shower and refused to repair it.
  
  2) The technician broke open a big drywall to replace the pipes and again left it as-is without putting the dry wall back or installing an access panel.
  
  3) The technician had cut one of the plumbing pipes by accident during the install and resulted in a great deal of water leak over the kitchen ceiling. There are yellow spots appearing in more than a few areas as a result of the water leak. Also, a dry wall was open to allow ventilation of the water leak and it was left as-is without any repair to it.
  
  4) The technician only replaced some of the copper pipes but not all as requested or as deemed necessary according to the company policy.
  
  5) The new water softener system didn't come with any manuals on its operation or the replacement salts needed. It was requested on more than a few occasions but never provided. I'm not confident that the unit install was a new unit because there is no manual or warranty information provided or what replacement product to use.

  

  Business Response

  Date: 05/03/2023

  Our Branch Manager at our Horsham PA location has spoken with and come to a resolution with Mr ***** on 5/2/23. Details as follows:

  1.  A manual has been provided to the customer for the
  water conditioner that was installed by email - Also customer has asked for
  proof of purchase of water conditioner that it is new- A copy of the purchase
  is being sent today 5-3-2023 to confirm the date of purchase from a vendor. ( A
  copy of the invoice from the vendor is attached for proof of purchase of unit
  with the PO number associated with the job also documented on the invoice)
  2. The Branch Manager went to meet Mr. ***** at his home to go
  over all concerns accompanied by the service manager of the Horsham branch.
  Reviewed the operations of the water softener and the upkeep of the system as
  requested on 5-2-23.
  3. The Branch Manager will be sending a technician today, 5-3-2023, to complete what the
  customer believes should have been included in the cost of the whole job. (
  Plumbing related) Job #288067656
  4. Customer requested that he contracts his own contractors
  to remedy the stains/ repairs on the ceiling to the kitchen  from a leak
  coming from a water line in the bathroom that we were working on at the time of
  service. The repairs will be made and ceiling will be painted by a contractor
  at the customers choosing.( Len The Plumbers insurance agent was contacted and
  updated on claim and a claim is in process now to get all information to tour
  insurance company agent. Katie Cree has given verbal approval to me to have Mr.
  ***** proceed with the repairs and submit invoices for payment.)
  5. Customer will also contact a tile contractor of his
  choosing to complete the repair of the tile that was removed to complete the
  installation of the master bathroom shower valve. ( Invoice will be submitted
  to Len the Plumber to send to our insurance company for review and payment.)

  Thank you

• Initial Complaint

  Date:04/19/2023

  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 3/28/23, Len The Plumber installed a tankless water heater for my condominium in Wilmington DE which is much too large for my unit. This tank is designed for a large home with much more water usage than would ever be needed for a 2 bedroom, 1 1/2 bath condo. At that time, I was advised I would need an electrical line upgrade inside my condo in order to support the new water heater which I was willing to do. I did not receive an invoice for the work and had a request a copy at a later time. Additionally, no manuals for the heater nor the Warranty information has ever been provided to me. When the electricians came out on 4/6/23 to do the wiring upgrades, I was advised the heater was much too big and that the wiring could not be run because I would need a 240 incoming electrical line to the meter for my unit, not the internal change as was advised by Len. This change would require demolition to other units below mine to install as my unit is on the 3rd floor. I needed to keep the current electrical line coming into the unit and use a smaller water heater. I called and left messages for a callback from a service manager on 4/7, 4/10, and 4/12. I received a callback 4/12 from Chris who said he said a service manager who arranged for another plumber to come on 4/14 to see if they could install a smaller unit. However, on 4/14, he advised that his tankless heater expert - the original installer- said we needed this larger unit which I cannot use. There is smaller heater by the same brand but Len is refusing to switch it out and would only offer to replace with a tanked water heater. I advised that a tank was not acceptable so they needed to come remove the heater and issue a refund. Chris said he needed to speak with his manager and would get back to me by Sunday 4/16. I have not heard back and have left two messages for a return call on 4/17 and 4/19. I need the heater removed immediately so I can have the correct heater installed and a refund issued.

  

  Business Response

  Date: 04/26/2023

  We have come to a mutual agreement to resolve Ms ****'s concerns. Thank you.

• Initial Complaint

  Date:04/13/2023

  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 Monday, 10 April 2023, I requested plumbing services from Len the Plumber due to a leak from an outside faucet. The service technician, Kemar L****, arrived and, after minimal viewing of the job, requested to reschedule the visit to Wednesday, 12 Apr 2023 at 1200 (agreed upon date and time). He further charged me $270.00 for the "visit," though he never provided anything regarding a plan of action, the estimated cost of repairs, or an outline of the scope of work.
  
  On Wednesday, 12 April, Kemar never showed up at the appointed time, prompting me to call the office phone number. When I called, they said they had no record of the appointment made by Kemar and offered me a follow-up date of 13 April at 1000. When this time approached, I received a call saying that Kemar wasn't working today either, and the company wanted to reschedule the visit further. At this point, I terminated the company's contract and called another plumber to handle the repair.
  
  As the company has charged me without making good on any documented professional service (and I'm not sure if Kemar is a licensed plumber), I would like my original fee refunded.

  

  Business Response

  Date: 04/18/2023

  A Manager at the Branch was able to contacted the customer. They do agree that there were many mistakes
  made throughout the course of the customer's experience. In light of these oversights we offer our apologies. We have agreed to issue a refund and are told that the customer
  was pleased with the resolution. 

  Customer Answer

  Date: 04/18/2023

  
  
  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:03/23/2023

  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.

  Dates of Service 2/4/23; 2/28/23; 3/4/23
  Amount: $1,215.00
  
  
  We contacted Len the Plumber to stop a leak coming from an upstairs shower. 3 separate plumbers were unable to fix the problem. After 3 no-shows, with zero communication, and lost time and $$ away from work, we gave up working with the company after the third plumber all but refused to do an inspection, insisted that the water we continued to see was “old water” and we should dry it and only caulked around a faucet handle. After calling to complain to their service managers and request a partial refund, we decided to file a claim.
  
  The first plumber incorrectly diagnosed the leak as caused by cracks in the shower grout and caulking. We paid a $248.00 diagnostic charge- which was incorrectly quoted on the phone as $50 (a pattern from several complaints on ****** reviews.) After discovering from a tile contractor that the diagnosis was incorrect, we called back and said we would like a plumber to re-diagnose the issue. They agreed to not charge an additional diagnostic fee.
  
  The second tech diagnosed a cracked shower arm joint that could have contributed to the water we saw in the ceiling, but ultimately, did not correctly diagnose nor completely solve the problem. After being told that he was certain that it would fix the problem, we still experienced more water coming from the ceiling. For this attempt, we paid $967.
  
  After the third plumber failed to solve the problem, we called to complain and request a refund for half of what we paid. We were able to get a refund of only 483.50 but feel that this is inadequate due to the time and money that was lost due to Len the Plumber’s poor service and business practices.
  
  The reason we requested a refund for half of the money we paid was that some work was performed, and we value the company’s time, but the problem persisted. When we pay for a service, we expect a result, not just to pay for a company’s time as their service manager wanted to argue.

  

  Business Response

  Date: 03/30/2023

  
  On
  2/4/2023 Len the Plumber received a request for service in Sliver Spring Maryland for
  a leak coming from an upstairs bathroom that was running into the kitchen
  ceiling.  At the time of scheduling, all of our customers are made aware
  of our $49 Trip fee to get a Plumber to their residence. 
  Upon
  arrival on 2/4/2023, LTP diagnosed the issue to be coming from the caulking and
  grout due to the condition of the tub surround. Three weeks later on 2/28/2023, Mr. ****** called to say the issue was
  still present and we sent another plumber to his home free of charge to
  reassess and diagnose. At that time the 2nd plumber found a cracked coupling in the shower arm.
  An estimate was provided less the diagnostic fee, and the customer agreed to
  move forward with the work. The repair was made and tested and no other leaks
  were found. On 3/4/2023 Mr. ****** called back in to say the issue was still
  present and we sent another plumber, free of charge to reassess and diagnose.
  As the work order indicates, no leaks were found at that time. We feel the
  repair corrected the issue he was experiencing in his home. Mr. ****** was not
  wholly satisfied with the work that was done, and we reached a resolution
  both parties agreed on. He contacted us a few days later to express that our
  agreed upon resolution was no longer adequate to him and requested to change
  the terms, which we declined. We have made every attempt at satisfying Mr.
  Wright's concerns, we feel his “new” request is unsubstantiated. We believe the
  original agreement to be more than fair.  Len the Plumber has been in
  business for over 30 years and customer satisfaction is our number one goal.

  Customer Answer

  Date: 03/31/2023

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

  There are several inaccuracies and omissions in the response from Len the Plumber.  The response reads that on 3/4 as the work order indicates, no leaks were found. No leaks were found because the technician failed to do a proper inspection.  He had to be prompted to look into the ceiling below the leaky shower, convinced to climb onto the ladder to inspect the pipes; he did not offer to further diagnose or address why we continued to see water in the ceiling other than to say the faucet needed to be caulked and the water we both saw was old water and simply needed to be dried.

  The second inaccuracy is the the issue of the $49 travel fee. This was originally explained on the phone as diagnosis fee. The first technician on arrival, then told us the fee would be $248. Reviews found online show that this is a recurring issue with Len the Plumber.

  The third inaccuracy in the response is that both parties came to an agreement.  We requested a refund for at least half of what was charged to our credit card as we felt that was fair compensation due to the 2 incorrect diagnosis, three confirmed appointments that were missed by Len the Plumber with no follow up, which resulted in lost time away from work. We were told that the request would be escalated and without any further discussion, we received a notice that a refund for less than what we requested would be processed.  A refund was received in the amount of $483.50, which we felt was insufficient.

   

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

  

  Business Response

  Date: 04/05/2023

  
  Regarding inaccuracy #1, we followed our standard
  diagnosing procedures and there were no additional leaks found.
  
  Regarding inaccuracy # 2, our customer service dept
  follows a script that has 100% adherence and can provide a copy of the
  recording if requested in writing. 
  
  Regarding inaccuracy #3, we provided a refund for half of
  the invoice for the leak that we found including waiving the diagnostic for us
  to do a second inspection.
  
  LTP has been in business for over 30 years and customer
  satisfaction is and will always be a priority for us. It is our belief that
  these additional demands are unreasonable.

  Customer Answer

  Date: 04/10/2023

  Complaint: ********
  
  I am rejecting this response because:
  Regarding inaccuracy #1, we followed our standard diagnosing procedures and there were no additional leaks found. 
  (This is not correct, our issue was not resolved as our leak still persisted after the second plumber came, and what your third and fourth plumbers could not be bothered to investigate properly.)
  Regarding inaccuracy # 2, our customer service dept follows a script that has 100% adherence and can provide a copy of the recording if requested in writing. 
  (What exactly will this prove? You should check out all the google business reviews that complain of poor service and shady pricing tatics). 
  
  Regarding inaccuracy #3, we provided a refund for half of the invoice for the leak that we found including waiving the diagnostic for us to do a second inspection.
  (The diagnostic fee being waived for the second inspection is not relevant and should not be considered a credit since your first plumber's diagnosis was incorrect which is why we needed a second inspection so why would we be charged again for a service that was not done correctly the first time, that is ridiculous.)
  
  LTP has been in business for over 30 years and customer satisfaction is and will always be a priority for us. It is our belief that these additional demands are unreasonable.
  (Have you looked at all the negative reviews of your business on google? It does not seem that customer satisfaction is a priority and it is clearly not how we feel as paying customers of LTP.  Please strive to do better.)
  
  (We still hold our position of our original request of refund.  This response is unacceptable to us. )

• Initial Complaint

  Date:03/08/2023

  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.

  This company was hired to fix 3 slow drains on 3/6/2023 . After the work was completed and technician had left, it was noted that there was a new leak coming from the faucet of the bath tub. Since this leak was not present prior to the service call, company was asked to make a return call to home. Technician returned on 3/8/2023 and stated, “I didn’t cause that, I worked on the drain”. When I restated the leak was not present before the service he said that leak was already there. I attempted to call the service manager ant this time to determine next steps and found he was not available in the office but would talk to the technician and call me back. Since I now have a leak in my bathtub that is wasting water and I already spent 3 hours waiting for the technician, I asked if this becomes a new service call how much would the repair cost. Then the technician stated he wouldn’t feel comfortable with “all the corrosion”. I now have a leaking faucet, a wasted work day, no plan for repair and feel I have been taken advantage of by this company since the last call they talked me into the yearly service plan. Going with another plumber will cost even more and this problem didn’t exist before this service call. The manager then called to discuss the service call after talking to his technician and stated “I can promise you we did not cause the leak”. “Maybe you had the leak and didn’t notice it.” At that point I hung up the phone as I was not treated with the respect and clearly we were at an impasse. I feel taken advantage of. The leak was not there prior to the service call, the technician never discussed the leak during the service call, then to blame it on faulty pressure or corrosion without assessing the problem is not ok. I was treated poorly, there is a new plumbing issue that was not present before the call and there is no plan for repair.

  

  Business Response

  Date: 03/16/2023

  Please know that your complaint has not gone unseen. The case has been turned over to the appropriate Manager for review and outreach. We will share addition insights as soon as possible. 

  

  Business Response

  Date: 03/22/2023

  Len The Plumber reached out to the customer to discuss their service experience. We explained to the customer about services provided and their lack of correlation to the leaking faucet. Although LTP was not responsible for the leak, LTP has met a resolution with the customer and the customer is satisfied with the steps LTP has taken to address their concerns.

  
  

  Customer Answer

  Date: 03/22/2023

  
  
  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:02/22/2023

  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.

  We had kitchen sink slow draining issue. We called the *** ********************** on 2/20/2023 for the service to remove clogging after I seeing their ads of same day service with $80 off. 2 plumbers (********************* and ***********************) arrived within 2 hours after the call. We described the issues to them, and they mentioned us that the possible issues that could cause drain clogging. They started using their snakes and completed drilling in about 10 minutes. When testing it, we noticed that the water was draining faster but still not completed resolved the clogging if we tried to fill the sink with full of water. **** then started bluffing us that the pipe is full of grease, and it's bended, but how could he tell the pipes are bended without able to check them behind the ceiling wall of the basement. We asked him to try using the snake one more time to improve the resolution, but he refused and will only do it if we pay him double of the charge. He also told us that the 2nd drill will make the thing worse and it will disfunction the kitchen. He then quoted us $2200 to replace the whole drainage pipes. Our house was built 2017, and it's just about 6 years old. The pipes are still fairly new but he said the pipes are full of greases just trying to find excuses that the first snake drilling didn't work completely. I was very upset to hire them and I had to pay them $360 for 2 technicians unsuccessful services. I tried to call Len the Plumber customer support when they were bullshitting us, but the support on the call was helpless. I was told that Len the plumber will call me in 24 to 48 hours. I paid them $360 and left customer is unsatisfied with service on the e-receipt. I will NOT hire *** plumbers any more in the future because they will tell all good if the solution works but all customers' issues when the solution was not successful and they refuse to fix it by trying a second time. The plumber tried to scare us by his years experience that means nothing but bad custom experience.

  

  Business Response

  Date: 02/23/2023

  Good Morning, A Service Manager was able to reach this customer and resolve the complaint this morning.Thank you!

  Customer Answer

  Date: 02/25/2023

   
  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,
  
  *************