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:01/20/2023

  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.

  12/20/2022
  Len the Plumber (Horsham, PA) came to work on upstairs tub and sink that wouldn't drain
  Tech snaked the tub but said he "couldn't do the sink"
  Asked for check for $368 and photo deposited it
  Sink overflowed into vanity cabinet below (2" water)
  Called bank within 1/2 hour to cancel payment but already deposited
  Needed another company to come drain the sink

  

  Business Response

  Date: 01/24/2023

  Good Morning, we have tried contacting her multiple times this week and last week, and we left numerous voicemails:
  
  1/18 called and left voicemail
  
  1/19 called multiple times and voicemail
  
  1/23 called multiple times and voicemail
  
  
  
  Regardless, we are issuing a refund. Thank you.

• Initial Complaint

  Date:01/19/2023

  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.

  Filing on behalf of my employer who is a 85 year old immobile woman, I am her caretaker. She is unable to use any other bathroom than the one in her bedroom downstairs. On December 29th, we had a plumber named Sawma Mal come and snake the downstairs toilet as well as replace a old part. He quoted us around 2,100 fixed it and left. After leaving, I noticed he left the bathroom a complete mess leaving the old toilet parts and all the paper towels he used to clean up fecal matter overflowing in her small bathroom trash can. Because the situation was dire, I cleaned up the disgusting mess and just hoped the plumbing problems were fixed. This past Saturday the 14th of January, the same problem arose and because I was out of town, I had a family friend again call the company and when I got back I saw she had been quoted another almost $700 to fix a problem that should've been long done and plumber Naree Hawkins came, once again snaked and fixed the leak and left. I returned from a errand to see the toilet in a absolutely disgusting state with the top of the toilet in her living room and the seat on the ground. When I called reporting the mess, Naree sounded pretty annoyed but seeing as we have spent over 3,000 in less than a month on the company it really isn't asking much too much to double check their handiwork. He arrived put the toilet seat on the toilet and said he wasn't required to clean the inner mess that was created from the flood and left. At that point, we were both exhausted and looking forward to just have the toilet working again. However, today the toilet has once again start overflowing and leaking profusely. This has been a very exhausting process and I'm simply looking for the problem to be fixed. If they are incapable of fixing it, that would've been helpful information before spending a couple grand on a issue that is still not fixed.

• Initial Complaint

  Date:01/16/2023

  Type:Billing 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 came out to service our sump pump in May 2022 and I paid the technician at the time of service. They are calling me now in Jan. to say they did not get paid. Plus, they charged an emergency fee but did not come out until the next day. So, they are expecting me to go back all the way to May to find on my statements proof of payment to them when I know I paid them because he made me pay before he could even go to the warehouse to get the new sump pump. I told they should write this off their books since this was not my fault and expecting a customer to go back and research where it was charged on their account almost 7 months later is unexceptable. Truly a mistake on the technician's part to not have taken the payment correctly. So, then I have the GM from the company calling me Mike M*********** and basically threatening me he was going to turn me over to collections and when I told him to not threaten me and he stated it's not a threat it's a promise. Very unprofessional and a jerk on the phone. Not the way you would talk to a customer at all or should at least. So tired of dealing with jerks especially when it is their screw up not mine. They should have sent me a bill a long time ago or called me in June if they had issues with something. They were asking me something about a wells fargo account and I don't even have a Well's Fargo acct. but to email me for payment 7 months after the service is ridiculous.
  

  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/21) */
  We are working with Ms. **** to come to resolve this matter. Thank you.
  
  
  Consumer Response /* (2000, 8, 2023/01/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:01/01/2023

  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.

  Len the Plumber was contracted to do replacement part and installation of bleeder valve at my rental property on 10/31/2022. The company was contacted numerous times at which I requested to speak to a manager to find out why my boiler sustained severe water damage resulting in "No Heat" for up to 6 days for the occupants residing at property. Not only, did the technicians compromise the boiler system they deciding to disconnect the 3rd floor radiator and cap the pipes leaving my tenant without heat. I was never contacted by Len the Plumber as a result of the services not completely rendered but I had to reach out to their dispatch the evening of 10/31/2022 where I was bounced around because no one knew what occurred at the property. I eventually ask to speak to the technician Shane and he told me that the boiler required a part to make the heat come on which was strange because the heat was working properly before the day before when his diagnostic was completed and the same-day prior to their arrival.
  
  Len the Plumber has been giving me the run around and I asked more than three times for a copy of the invoice/receipt since they only done a small fraction of the job. I also requested a copy of their insurance to file a claim for property damage which they refused to do and finally received a call from Dan or Danny on November 4th to inform me a master plumber will be at the property to look at the boiler. I met with Blaise that same afternoon around 4 o'clock and showed him video footage of the technicians negligence of protecting the electronics of the boiler from water damage that they caused resulting in No Heat and not finishing up the work they were hired to do. At this time, I have not heard from anyone from the company since Blaise has been out to my rental home and would consider this to be job abandonment and termination of contractual services by the merchant. Len the Plumber has not shown any accountability and refuses to refund my credit card charge.
  

  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 8, 2023/01/06) */
  The Branch Manager at our PA-DE location has negotiated a mutual agreed upon resolution with Ms *****.
  
  
  Consumer Response /* (3000, 10, 2023/01/09) */
  
  Good evening *****,
  
  Thank you for your recent follow-up and I did receive the credit back on my card ending in **** on or about 1/7/2023.
  
  Regards,
  ****** *****
  
  

• Initial Complaint

  Date:12/26/2022

  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 used lentheplumber earlier this year to address a few plumbing problems. We were advised to replace a faucet in the sanitary tub and the faucet connecting the tub/ shower. He also advised replacing the tub. After agreeing to the work he replaced both faucets and the tub. However, in doing so he had to remove the toilet to replace the tub. For some reason, he decided to use the old ring that supports the toilet and not a new one. Months later we noticed the ceiling in the kitchen was wet. We were able to get another plumber to come and look it over. The new plumber had to open the ceiling and saw major damage caused by water leaking from the toilet. He said the job was poorly done and they just connect old pipes and fittings and some were not even secured. The damage ruined the bathroom floor as well as the kitchen ceiling. He had to replace some fittings, the bathroom floor and tiles. I wrote to lentheplumber and a service manager called but I could barely understand him. He gave me an email that I wrote but it came back as does not exist. I called Andrea A******** at Lentheplumber and also sent her an email and documents but have not heard from her. I would like to be reimbursed the cost for repairing the damage lentheplumber caused.
  

  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/06) */
  The customer contacted Len the Plumber in October to voice his concerns about work performed. A Service Manager reached out at that time and had a phone conversation with the customer requesting that photos and an invoice for the repair work performed by another contractor be sent to his email address. The Office Manager reached out to the customer after receipt of the BBB concern and after having a conversation with the customer learned that the customer sent an email, but it was undeliverable to the email address the customer had on record. The Office Manager sent the customer an email and received a response with copies of the requested documentation. The Branch Manager reached out to the customer and reached a satisfactory resolution which included a partial refund. It was not the intention of Len the Plumber to not attend to the customer's concerns. At this time, both the customer, and the Company are happy that a resolution has been met.
  
  
  Consumer Response /* (3000, 7, 2023/01/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am waiting for the reimbursement of funds to cover the damages and repairs by lentheplumber. When I receive them then I will leave a positive response.
  
  
  Business Response /* (4000, 9, 2023/01/13) */
  Our accounting department has confirmed that this refund is complete. Thank you.
  
  
  Consumer Response /* (2000, 11, 2023/01/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  We received confirmation of the refund of $1,950.00 to our credit card this morning. 1/16/2023. Thank you for your help. We could not have done this without you.

• Initial Complaint

  Date:12/15/2022

  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 had a pipe flood my basement on Friday 12/9/22. I called Len The Plumber and they sent out a technician who looked at the problem, stated that it is probably a water company problem, and to call them to fix it and he left. I had the water company come out and look at the problem and they said it is not their problem and that I needed to call the plumber. I called Len The Plumber back and had them come out again only to tell me that they cannot get a backhoe till Monday to start the repair. They stated it would be a one day job, and then I would have water by Monday night. Monday comes, the staff shows up, but no equipment was delivered by the manager Jerry until hours after they were promised a delivery. The staff tried to utilize the improper equipment that ended up being delivered and were unsuccessful. They wrapped up for the day and said they would be back tomorrow since the supplies were late and the job was not completed. The staff came back on Tuesday attempted to use the backhoe that was delivered and stated it was too small. They notified their manager Jerry who I was told said that they would have a new backhoe delivered the same day. When I called and complain to the company about why they staff were standing around not doing anything, Jerry stated he called and cannot get a backhoe until Wednesday morning at 9 AM so the staff packed up again for the day and left. They arrived again on Wednesday morning at 9 AM waiting for the backhoe to be delivered as Jerry stated, and the backhoe was still not here at 10 AM. I called Jerry again and asked what is the problem and he stated that it was coming between nine and 10 but this was at 10:10 and it was still not here. The new Backhoe did arrive around 1020 and the staff did attempt to pull the pipe through the ground with the new backhoe. They were unsuccessful at moving the pipe with the new backhoe, and had to dig up the whole lawn. I knew that this was a possibility, but it could've been solved Monday!

  

  Business Response

  Date: 01/01/1900

  Business Response /* (1000, 6, 2022/12/20) */
  This case has been closed on our side. Our Branch Manger and Ms. ****** were able to come to a mutually agreed upon resolution. Thank you,.

  Customer Answer

  Date: 03/07/2023

  I have not reached a mutually agreed upon solution to this complaint. I was left with a financial and legal mess by this company! 

• Initial Complaint

  Date:12/13/2022

  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 November 22nd I called Len the Plumber out of Boothwyn PA to clear a clog in my underground sewer pipe. The Technician came out and snaked out the pipe and freed the clog. I paid $709.00 for the cleaning and have video taken of inside of the pipe. The next day, another technician came to my property to record a video of my underground sewer pipe. Since I paid for the service of having the clog removed and having the video done.
  I have not received a copy of the video that I have paid for.
  I've contacted the Len the Plumber at the Boothwyn office and asked for a copy of the video on December 9th 2022.
  I have not yet received the video.
  I also can not open the receipt of the work that they emailed me.
  So I have no receipt.
  I would like a copy of the video and receipt.
  
  Thank you
  

  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 7, 2022/12/22) */
  Good Afternoon, We have called, left voicemails and emailed Mr, ******. We are willing to send a technician back out to camera the line, if that's what they want. Below are the times and days we tried contacting this customer. Thank You!
  
  Two emails were sent to customer Tuesday 12/22, and Thursday 12/22
  A Manager called and left message on Tuesday 12/20 at 1pm and Thursday, 12/22/22 at 1:54pm

• Initial Complaint

  Date:12/02/2022

  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 November 21, 2022 a plumber from Len The plumber came out to fix what he says was a leaking valve from the garbage disposal. The charge was $485 minus $80 for being a first time customer. Upon "fixing" what was leaking he noticed more leaks from the actual pipe. He exposed mold and damaged sheetrock then told us it would be a $5000 job to fix along with everything out of code for other plumbing. He left us with the leak and put some flex tape on the pipe. He said not to use the sink as much as possible until we got an answer from our homeowner insurance if they would cover the expense. Homeowners would not cover so we asked him to come back and fix what was leaking. He said he couldn't come back until the mold was remediated. Now we are a week into still having a leak and placing/changing towels where it's still be leaking since flex tape doesn't work. Getting mold remediation estimates was taking time and he was adamant about not come back until the mold which HE exposed was taken care of. So we called another plumber for an estimate. He said he could fix the leak and replace the other 2 valves for $330!!! He replaced the whole pipe and joint along with 2 valves!! Haven't had a leak since. Why does Len charge so much and get nothing done?!?! I'm beyond pissed off that a company would do this to their customers. I should've read the reviews of all the claims from BBB before letting Len into my home. Turns out all the other plumbing which he wanted to charge $5000 wasn't an issue. Seems Len The Plumber is an over charging company with employees that are trained to look for more work that they say needs to be done than actually is true. Who ever reads this please do not use Len The Plumber. They are the biggest rip off in their industry and it's a shame because I'm sure it's not their technicians fault for being trained that way. I have disputed Len's charge of $405 with my credit card company. I've sent pictures to them as proof of the leak that was never fixed from Len.
  

  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 7, 2022/12/14) */
  A refund of $405 is being processed for this customer.

• Initial Complaint

  Date:11/29/2022

  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 11/21/2022 I call Len the plumber because my kitchen sink drain at my house @ **************. New Castle, De 19720 was running very slow. The technician came out and charged $368.00 to clean the line. After he left I got an e-mail with the contract that stated no guarantee on drain cleaning.
  Four days later the drain started to do the same thing as before. I call back to Len the plumber and they said they could come out, but it would be a new order and a new charge.
  
  On 11/28/2022 I call **************** they came out to clean the drain. When they took the drain apart it was obvious that it was still plugged up from before. I have pictures of the drain from under the sink and it is almost completely plugged. I was charged another $134.00 from ******* for their cleaning service. What I need to know is can I get my money back from Len the plumber because they did not do what they were paid to do?
  

  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/30) */
  Our Office and Service Managers have tried several times to reach out to Mr. ***** to discuss his BBB complaint and our proposed resolution. He does not answer and has not returned our phone calls. Please notify the customer that a refund is being processed and can take a few weeks to arrive.
  
  
  Consumer Response /* (2000, 7, 2022/12/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/21/2022

  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.

  My husband and I purchased a gas water-heater unit that also works with the heating of the condominium in April 2019. The purchase included a 6-year warranty on the heater and one year warranty on labor.
  
  We called them at least 21 times before this issue because the water heating unit wasn't working correctly. WSSC inspected the water-heater tank installation on 1-14-20 and put an orange inspection sticker which disapproved the water heater, citing 3 violations. A technician was called again, and to inspect the tank and ripped the sticker without doing anything to the unit.
  
  On November 11th, 2022 the fire department came to the condominium to turn off and empty the water heater which was leaking hot water into the basement of the building. After that, we called Len the Plummer, and they sent the same technician who installed the tank three years ago. He said he needed to talk to his company, and that he would call back. He never did. We have called about 30 times, and Len the Plummer call center, makes appointments and then nobody shows up, and they don't call to say that they aren't coming. We are in our 80s and the weather is getting very cold, and we don't have any hot water.
  
  Nobody has called us to let us know anything.
  

  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/25) */
  On 11/23, LTP contacted the customer and spoke to their niece who acted as a translator. We agreed on a timeline for the work to be performed. We are removing the water heater on 11/26. They are having a contractor come in on 11/27 to repair their floor and then we are returning on 11/28 to install a new water heater.
  
  
  Consumer Response /* (2000, 7, 2022/11/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  LTP contacted us, and they installed a new water-heater. It's working properly, and we appreciate the positive outcome.