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

  
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  Len The Plumber

  6598B Fleet Dr Alexandria, VA 22310

  
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  Len The Plumber

  7 Chelsea Pkwy Ste 709 Trainer, PA 19061

  
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  Len The Plumber, Inc.

  2091 Springdale Rd Cherry Hill, NJ 08003

  
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  Len The Plumber

  550 Forest Glen Rd Silver Spring, MD 20901

  

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:08/11/2022

  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.

  Invoice #*********. Main water line from well to house was leaking and we were forced to shut off all water to the house. I excavated the area (4'x4' wide, 6' deep, no small task) and purchased the necessary supplies to fix the 1" poly pipe. After two days with no water, my wife called "Len the Plumber" - they had a technician at the house within two hours. He showed me the price ($1788) but I didn't feel I had much choice since we didn't have any water and we were leaving town in two days (petsitter staying at house so we needed water). The gentleman spent three hours repairing the pipe; spliced the 1" pipe, drilled through the foundation and inserted a 1.5" sleeve, ran the 1" through it, connected the piping, sealed the foundation with hydraulic cement. He used the supplies I had purchased (1" pipe, fittings, clamps) plus some of his own (probably ~$40 worth). It began to rain and he hurried to finish the project before the thunderstorm started to downpour. The thunderstorm dumped enough water to fill in the hole, so we couldn't tell if there were any leaks. When he left, he told me, "Wait until tomorrow to backfill, but I guarantee you 100% that it won't leak." I said, "You seem pretty certain" and he responded with "100%". In the morning I used a sump pump to empty the hole, and re-excavated to check for leaks. I was unable to determine if the pipe was leaking, but there was water coming into the basement from the hole he drilled in the foundation (I took video of it). I called "Len the Plumber" and they told me that they couldn't get anybody to the house for a couple of days (they already had my $!). Since we were leaving town the next morning, I had to completely re-excavate the area, go get more hydraulic cement, and re-seal the inside and outside of the foundation, then backfill. I would like to be reimbursed for the invoice, since they did not fix the leak and could not return to do it in a reasonable amount of time...leaving me to do it.
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 12, 2022/09/13) */
  A partial refund was offered and accepted by the customer. This case has been resolved.

• Initial Complaint

  Date:08/09/2022

  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.

  The plumbers changed the condensate drain for HVAC to a condensate pump in our house. This summer we had a flood, caused by the water leak. We tracked the source and found out that the incorrect installation of the condensate pump caused the leak. The pump was missing important p-trap. The plumbers attempted to fix the issue. Came, installed p-trap(wrong type for our system). Water continue to leak. They reccomended to contact HVAC professionals and "washed their hands off" saying that the flood is not due to their involvement. They also mentioned that they do not do HVAC work. One of Representative also said that they have not done any condensate pump in our house. We have invoice as a proof, where it states what they installed.
  HVAC professionals were contacted, as reccomended, and they confirmed that the p-trap is wrong and that's maybe the reason we had a leak. They suggested few more reasons the AC may leak. Did few test to eliminate other options. Changed plumber's p-trap for the right one and the leak immediately has stopped. We have contacted the plumbers, explained the problem and told that we are seeking reimbursement for the damage that was caused by their involvement. They avoiding any contact with us since then. We have an estimate from our insurance company, however feel that responsible party should be at charge. Please, help.
  

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/15) */
  We apologize for the delay but are escalating this complaint to the attention of the District Manager for review and resolution.
  
  
  Business Response /* (4000, 8, 2022/08/16) */
  We've received the following feedback from our Branch Manager, "Our technician went out and did a lot of work on 4/21/2021 to include changing their condensate drain line for the HVAC to a condensate pump. The customer travels a lot and were not home in the summer last year, so the AC was not in use. This year they were home but traveled a bit in late June/early July. Upon arriving home, they discovered a significant water leak coming from the condensate pump. It was later determined that it was caused by improper installation of the pump/trap which we did. Their HVAC company came in and made the necessary adjustments and they have had no problems since. We are working with the customer to come to an agreement regarding a reimbursement resolution for the damaged carpet."

• Initial Complaint

  Date:08/03/2022

  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.

  Mike L****, an employee from Len the Plumber (LP) came to my residence upon request to diagnose and repair my ****** water heater which was only intermittently warming water. The phone operator ensured that the technicians were trained on my specific ****** system. During the diagnostics, L**** determined that my issues could be resolved with a new flow sensor. L**** stepped out several times during this process to "call" ****** for additional information. He came back and gave us an estimate of $879 which we quickly paid to have hot water in our house again. L**** replaced the sensor and said the issue was resolved. Later that night our dining room flooded, when we called LP, they said they would be unable to assist and to turn off water for the night. Dustin, another technician, came out the next morning and determined that L**** had neglected to replace an o-ring on the flow sensor and this caused the machine to leak into our wall and dining room. Dustin replaced the o-ring and the leak stopped. Dustin took a picture of the damaged o-ring. Dustin adjusted a few settings inside the machine to try to get us hot water because it was still not working. A few days more with no hot water I called back and once again they sent L****. During this visit L**** was rude and hostile, especially when I mentioned that he failed to replace an o-ring which resulted in a water leak. L**** proceeded to find any excuse for his inability to continue working on my water heater citing that "there was no error code" and "the ventilation pipe in the attic was done incorrectly, therefore it voided the product warranty and he could no longer work on it." I called ****** and they have no record on L****'s calls and noted LP is not ****** service specialists. This was disheartening. Today, I got a second opinion and was told that the vent pipe is in fact up to code and he feels like L**** told me otherwise to try and reduce liability. LP managers have been nonresponsive during this process.
  

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 7, 2022/08/15) */
  Service Manager has been working with this customer. The customer informed us that he was going to remove the review.

• Initial Complaint

  Date:07/21/2022

  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 07/17/22 a technician came to look at a leaking pipe and I elected their services under the presumption that a standard of professional service would be provided. On this day an interior hole was cut under the sink drywall to expose leaking drain pipe. I was told I would receive a receipt after being verbally given the price of the repair. I paid an initial deposit and received a bland invoice with no explanation of charges. I figured I would receive an itemized receipt after paying upon completion of services.
  
  On 07/19/22, three technicians came to the house for the repair (one of which informed he wasn't supposed to be there - his name was Ben). They cut a large hole 38" tall x 22" wide in the exterior siding, wrap, and insulation board to access the pipe. They repaired one pipe and declared they would fix the corroded copper pipes under sink for "free." Their repair under the sink leaked immediately upon completion. The technicians left without covering the exterior hole. Professional standard would be to presumably at least tarp the exposed insulation/plumbing and studs. Further they tracked water/dirt through the entire house during the repair.
  
  On 7/19/22 I informed of the new leak the technicians left (directly from their "repair") and I asked for an itemized receipt and someone to come back to fix their faulty work. I was sent an invoice with the total cost in three increments without description of how the price was calculated. I again asked for an itemized receipt to ensure I wasn't being overcharged.
  
  On 7/20/22 I was called about scheduling a technician for the leaking pipe but they couldn't prioritize me given my work schedule but they would try to get a technician to come fix it. I again asked for a receipt explaining charges.
  
  I have not received the receipt I asked for and my card has been charged $4,419.00 with no explanation of what I paid for. Len the Plumber has made no concerted effort to help this situation. I feel victim of fraud.
  

  

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/26) */
  In reviewing our database it appears that a technician completed Mr. ******'s job on 7/22. It is our understanding that this case is resolved.

• Initial Complaint

  Date:07/21/2022

  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.

  July 20, 2022
  
  On Wednesday, July 13, Len the Plumber came to my home stating that my problem may be my well tank. He checked the well head and decided that it may need a pressure switch. The technician went to his truck to get the item needed. He returned and installed the item to see if it would resolve the problem; it did not. The technician said that even though the part did not resolve the problem, it would still need to be replaced if I planned to fix the overall problem. He shared that the part would be 563. I understood that to be $5.63. I asked how much it would be to get the total job done; he said $6,200, but I needed to pay for the pressure switch while awaiting a decision on the job. I wrote the check for $5.63. My wife stopped me and said the switch was $563. I asked the technician if that was so. He said it was. I told him to remove it because I was not going to pay $563 for something I did not want. He said that he could knock something off. He said I could make the check for $243 for his time. I wrote the check, and he asked me to sign two papers. I asked for a copy of all items. He said that he would send copies. As of today, I have not received copies of papers signed nor the estimate. My original intention was to cancel the check because the fees for a $20 to $40 pressure switch were too high. However, I saw that the check was honored on July 15. I called on Friday, July 15, to speak with someone about the exorbitant cost for the estimate. On Monday, July18, I called again to speak with a manager. The young lady with whom I spoke said that she was an office manager, and I could share my concerns with her. At the end of the conference, she said that another manager would get back to me. She asked me if a diagnostic fee had been shared at the beginning of the meeting. I said it had not. Today is Wednesday, July 20; my case is open; I have not received copies of my documents; no manager has called me back; and I have found
  

  

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/26) */
  We apologize for the delay in response but have been having email issues as we transitioned to a new system. We have just notified the appropriate manager of this request for information. We will have a formal response Monday, 8/1.
  
  Business Response /* (4000, 13, 2022/08/18) */
  The check was cut by accounting on 8/15/22, check number *****. Our Office Manager has communicated this with the customer along with a request to notify her if the check is not received within a week.

• Initial Complaint

  Date:07/21/2022

  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 June the 6, 2022 Len the Plummer put a sewer line in my home.
  I paid 8,865.00. In additionally my gate was damaged in a way it can't be replaced.
  Once the work was completed water enter into my home every time it rains. Water never enters into my home prior to the service from Len the Plummer.
  I called on several occasions and they sent a tech out to patch the wall were
  the water come in around the pipe they put in. Water still comes in the house when it rains. I ask for the permit number and the Inspector who passed the work number. Taylor Harrod took four days to provide the information to me and never provide the inspectors number or the permit for the job just a web site and name. Taylor email me she never called and talk to me on the phone. My home is damaged and the pipe they replaced still is leaking in my house. Taylor sent me an email stating water coming in my home is a pre-existing condition, I never had water coming in my home till they enter into it. I want a copy of the permit for the job and the inspector number and name, she never provided. And to be made whole.
  

  

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/26) */
  We apologize for the delay in response but have been having email issues as we transitioned to a new system. We have just notified the appropriate manager of this request for information. We will have a formal response Monday, 8/1.

• Initial Complaint

  Date:07/20/2022

  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.

  I contacted Len The Plumber on 7/7/22 concerning water coming out of a pipe from my air conditioning unit. The technician came to the property and determined that the best solution was to snake the drain, as it was apparently clogged. He requested my approval and indicated that the charge would be $500 but that it should resolve the problem. I then paid Len the Plumber $500 to snake the drain to resolve the issue with the water coming out of the drain.
  
  Unfortunately, the problem occurred again on 7/19. I contacted my HVAC company and they indicated that the problem was with the drain and not the HVAC unit. I then contacted Len the Plumber again, as they had just serviced the unit on 7/7 and the technician told me that snaking the drain should resolve the issue. When I contacted Len the Plumber they indicated that they don't work on AC units, which I told them the problem was a back-up in the drain. I was then informed by their customer service department that they don't offer any warranty or stand by any work performed. They would in fact come out, snake the drain again for another $500 and offer no solution or root cause. This is the way they apparently do business. I am seeking assistance from Better Business Bureau in resolving this complaint with Len the Plumber.
  

  

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 5, 2022/07/26) */
  As stated within our terms on the signed estimate (see attached), "Please note that drain cleaning is a best effort attempt and there is no guarantee on drain cleaning. Customer agrees to pay for service attempt regardless of outcome." On the date of the original drain snaking our Technician did notify the person at the property that there was likely a greater issue causing the clog and the possibility it would need to be cleared again. A follow-up camera inspection was offered in order to uncover a possible cause within the pipe but was declined by the home owner on 7/21.
  
  In addition to the signed estimate please see the attached screenshot of the review left by the home owner which indicates that the technician did notify the tenant of the possibility or probability of this drain becoming clogged again. This review was captured within our database as it was linked by a survey sent to the home owner after the initial job was completed.
  
  
  Consumer Response /* (3000, 7, 2022/07/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The plumber operates in an unethical manner. To spend
  500 on repairs and have the issue unresolved is unacceptable.
  I am requesting a partial refund.