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

  6598B Fleet Dr Alexandria, VA 22310

  
• 

  Len The Plumber

  7 Chelsea Pkwy Ste 709 Trainer, PA 19061

  
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  Len The Plumber

  8890 McGaw Rd, Ste 320 Columbia, MD 21045

  
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  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:11/15/2022

  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 October 24th 2022 I called Len the Plumber regarding an upstairs bathtub leaking into my basement laundry through the ceiling. He came that same day. I showed him three problems I was interested in having repaired. 1st was the hall bathroom that was leaking water down through ceiling of my laundry room, 2nd was the Master Bathroom tub faucets leaking water from all three faucet handle and 3rd was the vanity sink in passage way leaking from the trap into my vanity. He looked with phone flashlight up to ceiling but didn't notice any leaks so returned upstairs and tested faucets. He attempted to try to convince me that they probably only needed caulking. Even I knew that was preposterous. While returning to laundry room after running water I inquired about possibly converting my three handle tub and shower faucet to a one handle while I had it opened up and ready for a new tub surround to be installed. Depending on the price and if I could afford all the upstairs repairs I'd consider adding this on. He went out to his truck to retrieve his IPad for pricing and gave me a price for all repairs plus the faucet would be 692.00 plus cents. He said because I had the new faucet and had already cut the drywall out the price was lower than it would have normally been. I agreed and he started on downstairs. Apparently 3 hrs of sitting in my BATHTUB installing and soldering this faucet he didn't wonder where the 4th valve was for the tub water. When I asked him how to rectify this he said I'd have to purchase his faucet for three hundred more. He also said his company wouldn't have warranted a customer supplied faucet anyways.
  Big red flags! I asked him to start on the upstairs repairs while I contacted a manager to see if we could meet in the middle of that price. He then said the quote he'd given me only included the faucet install, he was going to do my upstairs work for free. But then said but not anymore! Now I have an unwitting basement tub and still have leaks.
  

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/16) */
  An Office Manager spoke to the customer to review her experience as well as her desired outcome. We will be sending a technician out tomorrow to install a proper diverter and get the bathroom functioning. He will also assess the other plumbing concerns and write a detailed estimate of the remaining work to be done.
  
  
  Consumer Response /* (3000, 7, 2022/11/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Within two days of my complaint I received a phone call from K. L. the office manager. She is the only representative I've ever been in communication with. She promptly offered to come back and install a faucet so I would have a working bathroom free of charge. She also said That they would be happy to preform the other repairs as well while here for free. I explained the expensiveness of the work because Mike apparently didn't make any notes on his visit other than the amount of 692.00. Apparently his free work didn't need to be noted. After the plumber M. installed the new faucet he asked me to come take a look because he heard a troubling sound. When he turned the water on the you could hear water running freely behind or under the outside of tub. He said "someone must have know because the plug was seriously screws into tub" I'm not sure what that meant but this utterance is telling. Remember... this bathroom has been out of commission for three weeks since the plumber Mike tried to install the other faucet. This bathroom had been used on a daily bases for three years and this was not the case prior to October 24th. See pictures! You can see the edges of the drywall I removed as well as studs surrounding the tub and base of wall and there is no mold or mildew that would have to be apparent if there was water freely gushing from the pipes for years. I'm talking about full bathtubs being drained at a time. I took pictures of under tub and you can see dripping of solder as well as the Cooper fitting that is missing on the left side of capped off plumbing above left from Mikes visit on October 24th (See pics) The wood that was cut away behind copper pipes originally is severely burnt (see pic) I've noted this in previous emails to K. L. As well as sent pics. Could the wood have dropped behind the tub causing the break or causing Mike to lift up in the edge of tub to retrieve after it. I don't know and am not a forensic specialist. But according the the recent plumber it appears someone lifted up on the tub and maybe dislodged the pipes? All I do know is now it's been 4 weeks without use of that bathroom tub. I'm really upset that I'm having to question my reasoning on of the fairness regarding this debacle. I'd like to say the new plumber as very efficient and honest, coming to me immediately when he detected a problem. The new faucet looked beautiful as well. But having to deal with this ongoing problem is frustrating and unacceptable. Please see and review the pictures and determine what a homeowner should not be left to analyze.
  This isn't about getting free work preformed. It's about integrity. Thank you so much for taking such fast action
  
  
  Consumer Response /* (2001, 10, 2022/11/21) */
  
  My son came from Nc to check out below my tub where the pipe
  has separated and is leaking. It is his opinion that they separated
  due to the cast iron pipe sinking in the ground. It wasn't
  apparently to code and it appeared to have been leaking prior to
  the separation probably caused by erosion. I've emailed the
  company and told them this with an apology. They installed the
  faucet last week and that totally satisfies my complaint.
  

• Initial Complaint

  Date:11/12/2022

  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.

  I called Len the Plumber on November 11, 2022, and I informed them that I needed new cartridges installed in a bathroom faucet because the handles to turn on the water were too tight, and the water could not be turned on. I specifically inquired whether the plumber would have these cartridges in the truck so that the repair could be made. I was told that that he would have these cartridges when the plumber came. I made the appointment for November 12th, but when the technician arrived, he said that he did not have these parts and neither did his company. He mentioned the person I talked to on the phone was incorrect, and he offered to sell us a new faucet. However, the new faucet would not fit so that alternative could not solve the problem. The plumber was quite courteous and professional. However, I only made the appointment because I was told the plumber would have the needed part, and I was charged $49 for the appointment. I want this money reimbursed because I was misinformed by this company about the availability of this part. If the representative to whom I talked on the phone told me they did not have the parts, I never would have made the appointment.
  

  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/18) */
  It is important to note that Len the Plumber does stock a variety of cartridges for faucets on the trucks. The customer's faucet happened to be approximately forty years-old and the parts are unavailable to rebuild the faucet. The technician did offer to replace the customer's faucet at the time of service and the customer declined.
  
  Our records show no indication that this customer called in to speak with a member of our team regarding their dissatisfaction. Regardless, as a sign of good faith we are processing a refund for the service charge.
  
  
  Consumer Response /* (2000, 7, 2022/11/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the refund. However, in the company's response it was stated that I declined to accept a new faucet, which was offered by the technician. The faucet offered did not fit my sink, and the technician stated he had no faucets that could.

• Initial Complaint

  Date:10/30/2022

  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.

  Called Len the Plumber the evening of September 6th for a water leak in wall behind powder room toilet. Technician came out next morning around 7:45. He looked at wet suspended ceiling tile in basement, and then went to bathroom where we said water was leaking. Technician went into bathroom and said he had to close the door. A few minutes later he called me into bathroom to show me some water on floor next to toilet that was not there 10 minutes earlier. He said toilet must be leaking.. I told him I had localized the leak the evening before as coming from wall behind toilet. Tech said he needed to open the wall to find source. He cut 4 holes in wall- 2 in bathroom and 2 in living room on other Side. Tech advised me cost at that point would be over $400, but was led to believe some cost for repair might be included in the amount. He said company was not cheap, but was middle of the road. In sun, plumber did repairs of leaking pipe in wall by cutting in 2 foot section of copper And installed new toilet valve. From basement, he cut out existing pvc toilet frain and installed new one, and reset toilet. After just over 3.25 hrs on site, he told me bill was $2,161 dollars. I was incredulous, but paid as I had 4 houseguests visiting from out of state. I contacted the company and asked about their billing practices, and was told that is the right amount for that work. I begged to differ based on my 65 years of age and experience with plumbing and other trades. Company disagreed and stated costs were average for this type of work. Took me 2 days to repair 4 holes cut in walls. Plumber used approximately $50 dollars in materials, and worked less than 3.5 hours. When I got invoice I noticed that second customer signature was not mine.
  

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 9, 2022/11/14) */
  While the Company does provide free home evaluations at no charge when other services are provided, diagnostic services performed for repair issues are not included. Len the Plumber appreciates and cares for our customers and took the customer's feedback about their experience into consideration. Len the Plumber has communicated with the customer and has reached an agreement to refund the diagnostic charge.

• Initial Complaint

  Date:10/27/2022

  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 09/16/22 Julio R******* who worked for Len'sPlumber dispatched over my house for a bathroom clog issue. Julio only used a plunger as an attempt to unclog the sink in my bathroom.. in Less than 15 minutes l was charged, and paid $ 396.00 To Julio R******** 2 days later the clog in my bathroom got worse then it was before. When l called Len 's the plumber they sent another plumber the folowing day. The plumber immdiately told me he will not fix the problem since the work they did for me the other day is not guaranteed My question is why on earth did they send another plumber for a call back just to tell me that they work they did is not guaranteed?
  These people are a bunch of crooks , they are rude and unprofessional.
  A month later after numerous calls to lens plumber to fix my clog issue..im still left with a severe clog in my bathroom
  

  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 35, 2022/11/08) */
  We apologize for the delay. We are actively working to resolve this complaint with the Service Department out of our NJ location.
  
  
  Business Response /* (4000, 38, 2022/11/08) */
  It has come to our attention that a refund in the amount of $396 is being processed for Ms. *******.
  
  
  Consumer Response /* (4200, 40, 2022/11/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not received any refund.
  I would like a refund of a check payment instead.
  
  
  Business Response /* (4000, 42, 2022/11/10) */
  After speaking with the customer this morning and agreeing to refund the payment by check we received notice that the credit card company pulled these funds from our account noting fraudulent charges. Following is a note received directly from our accounting department:
  
  "I have attached the credit card chargeback that we received as well as our response sent to that chargeback. Please note that the customer said that the transaction was unauthorized which in credit card terms means fraud. Since he obviously participated in the transaction and had work done at his home, we should receive the funds back. However, that has not happened as yet. I cannot refund funds that we do not have.
  
  If we do receive the funds, we can refund the customer at that point but it would have to be via the card so that documentation in the credit card system exists in case of further problems.
  "
  
  Attached you will find the credit card chargeback documentation that we received as well as our response to the credit card company.
  
  Thank you.
  
  
  Business Response /* (4000, 45, 2022/11/16) */
  We have received the funds back from the credit card chargeback this morning. Our accounting department will process a refund to the customer card today. While we understand the customer preferred to have a check refund since the charges came through the credit card the refund needs to be to the card as well. This will insure no recourse can come to us in the case we receive a subsequent pre-arbitration case from the credit card company for the charge. It will show proof to them that we refunded the charge.

• Initial Complaint

  Date:10/24/2022

  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.

  My toilets kept running, I contacted Len the plumber on January 13, 2022 and the tech suggested that I replaced all four toilets. The technician purchased and installed all four toilets, total cost was $2,853.00. The toilet in the master bedroom gradually began to run non-stop. I contacted Len the Plumber and a technician was sent 8/2/22 to adjust the toilet. On September 6, 2022 I received a bill from WSSC totaling $1690.18, my water utilization had increased 1000%. I am the only resident in the house, my husband died 9/16/21 and I have not been using a lot of water. I am nearly never home because of the death of my husband, I spend 50% of my time at my daughter's house. Len the plumber stated that one toilet could not waste that much water and that they will send someone to my house for an investigation. Unfortunately they can only send someone between Monday-Friday 9-4 pm, I work from 0600 to 6 pm. They suggest that I take time off from work, I am still waiting on their availability. WSSC said that yes one toilet could use that much water. I hope that you can assist, I am a widow and I don't think that I should pay when I had four new toilets installed. Thank you.
  

  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 35, 2022/11/08) */
  A Recall was completed on 8/2. It is our belief that the issue has been resolved.
  
  
  Business Response /* (4000, 38, 2022/11/09) */
  It has come to our attention that this issue is not resolved. Managers are working to find a time to visit which is convenient for Ms. *******.

• Initial Complaint

  Date:09/27/2022

  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.

  To Whom It May Concern,
  
  I would like to take this opportunity to capture the nature of my concern in writing in order to resolve this matter in a friendly and professional fashion.
  
  Please know the following:
  
  1. On 3/29/2022, I had Len the Plumber come out to the house and fix a small faucet leak inside master bathroom.
  2. I paid $261.00.
  3. This was a plumbing service.
  4. The dispute is that I paid for my faucet leak to get fixed. Six months later the same faucet was leaking again. Therefore, I wanted them to fix the problem without a charge.
  5. Instead, they initially wanted to charge me again for the exact same problem.
  6. Despite being told on 3/19/2022 the supervisor would call me back within 24-48 hours, she never did until after I called the Better Business Bureau 3/26/2022. She called me on 3/26/2022.
  7. The invoice account # is: *********
  
  According to the new plumber, the problem was corrosion on the main line. As a result, the line was worn-out. He also mentioned that any qualified plumber should have recognized the underlying issue, properly assess, and resolve the problem.
  
  Specifically, I would like to obtain a full or partial refund. I am requesting to receive at least $130.50 of the total $261.00 invoice.
  
  Please advise
  

  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/09/27) */
  Sorry for your situation that happened with the faucet. I will put a refund in for $130.50. Thanks Jerry D**** , branch manager

• Initial Complaint

  Date:09/27/2022

  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.

  Water heater installation Sept 6 2022. Inspected by WSSC and found to be not to code. Len-The-Plumber at first did not respond to our request to remedy the installation, then missed appointment window. At time of estimate, a selling point was "this will be permitted and inspected." We are awaiting resolution but without assurance of any participation by Len-The-Plumber.
  

  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/10/03) */
  On 9/16/22 the water heater was inspected and failed. There were two minor incidents to be addressed and a callback was scheduled for 9/26. Our technician never went to the call. Another appointment was scheduled for the following day between 2pm-5pm but the technician was late to arrive. The technician went in and only addressed one of the two issues. A third callback was scheduled for 9/30 and a diferent technician went out and addressed the final issue. I was in touch with both Mr. and Mrs. ***** throughout the process. The reinspection of the water heater is scheduled for 10/5/22 at Mrs. *****'s request.
  
  During one of our conversations, I was informed that the main reason the BBB claim was filed was a result of how Mrs. ***** was treated by one of our customer service representatives. She told me that if she had been treated professionally and with respect when she called in about the WH failing, she wouldn't have filed a claim. I did my best to apologize on his behalf. She is happy with the attention and treatment she has received since then.

• Initial Complaint

  Date:09/06/2022

  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.

  I contacted Len The Plumber on 9/4/22, about a water leak, and asked what was the process of using their company. The representative explained that they can send a Tech to see what the problem is, and that there will be a $49 trip fee, plus I would get a free home plumbing inspection. The representative further explained that if I let the company do the job, the $49 would be included in the costs for the repairs. The Tech arrived 9/4/22. He could not detect where the leak was coming from and said he would have to cut a hole in the ceiling to find out. So, I refused the job. The Tech then explained that I since I decline the job, the $49 trip fee is not required, instead, I owed $243 diagnostic fee, because he did the work of examining the plumbing and explaining the problem. I explained to the Tech that the representative said all I had to pay was the $49 trip fee and nothing was said about a diagnostic fee, but to no had to pay the $243. I was duped.
  

  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 7, 2022/09/19) */
  Our Office Manger has been in contact with this customer and a resolution has been agreed to. Thank you
  
  
  Consumer Response /* (2000, 9, 2022/09/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company has refunded the $243 minus the trip fee. The matter is now resolved satisfactorily. Thank you BBB

• Initial Complaint

  Date:09/01/2022

  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.

  My mother, who is 85 years old and has limited cognitive abilities, called Len The Plumber to unclog the basement shower and toilet. There was no emergency. She the $99.00 drain service advertisement. everything else in the house was draining fine. He told her that the cost would be $1,690.00. not knowing ant better she agreed. He spent a little over two hours at my mom's house. When I found out the next day what happened, I called them and they wouldn't speak to me about and they said they would return my call. Never got a call back so I cancel the check. Also they never gave her a receipt. I figured they didn't want anyone to see what they charged her. The next day I went to the bank and canceled the check. I have power of attorney over my mom and she's supposed to let me take care of these decisions but her memory is extremely bad. I would like to pay for their services but I'm not going to allow them to take advantage of my elderly mother. I've spoken to several people that have had the same thing done for $350-$400. This is what we're willing to pay.
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 7, 2022/09/13) */
  In reviewing the ticket for this job it is clear that the tech was in the home for 4.5 hours. We also sent a 2nd technician out to run a camera down the customers main drain to assure there wasn't a larger issue causing the back up to the basement shower. The second call lasted 2 hours. Fortunately the camera determined that there was not a greater issue within the main drain of the home. In total we spent 6.5 hours at this customers home.

• Initial Complaint

  Date:08/25/2022

  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.

  My water heater was leaking. It needed to be replaced, I called Len the Plumber. Gary A***** came out installed a new water heater, then left. I paid $5147.00 for this water heater, it began leaking within 30 minutes of him leaving. I called and spoke to the customer service rep Nick who told me they did not have any technicians to come out now, maybe they could send me someone within 4 hours, even though the new water heater is leaking water into my garage. I told him that I just paid for the service and asked to speak to a manager he told me NO. I asked him was there an address where I could write a letter complaining of the service he said NO. WTH. what recourse do I have? This is ridiculous. I cpom planned more and he said hold on, came back in 8 minutes then told me he would try to send the technician who installed the after heater back before tonight. Really. Help!!!!
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 10, 2022/09/13) */
  Our records indicate that this issue was resolved on 8/29. Please follow up if additional service is needed. Thank you.