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:05/14/2025

  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.

  Len engages in deceptive business practices. Our air conditioning (AC) was not working, so we requested the services of Len the Plumber. We had previously been satisfied with their plumbing services, so we decided to contact them for our HVAC issue. On April 5, 2025, a Len HVAC technician replaced the HVAC motor and capacitor, which totaled $1,700. We were informed that if Len the Plumber replaced our HVAC system, the $1,700 would be credited toward the cost of the new system. We agreed to schedule a meeting with a representative to discuss the possibility of replacing the system if necessary.On or around April 13, 2025, we met with a salesman who quoted us between $10,000 and $25,000 for the new system. A few days later, when we attempted to use our AC for the first time since the technician's repairs, we were surprised to find that it still did not work; we were experiencing the same issue.We asked Len for a refund for the repairs, but they refused and insisted that the amount would be credited toward the new system. This felt deceptive because we were charged $1,700 for unnecessary repairs and were being pressured to purchase a new system in order to recoup costs we should not have incurred.Subsequently, another Len **** technician came out, identified a different problem, and fixed the system. However, *** then attempted to charge me another $800 for parts needed for the repairs. Since we refused to pay an additional $800 for parts after already spending $1,700 on unnecessary repairs that did not resolve the issue, he applied a temporary fix.Ultimately, we decided to go with another HVAC provider when we replace the system. While we loved Len's plumbing services, we found their HVAC services to be untrustworthy and deceptive.

  

  Business Response

  Date: 05/20/2025

  We have been unable to reach the customer via phone but ***** sent the following email, and we are awaiting response - 

  Dear Mr. ******************* you for taking the time to share your concerns. I am truly sorry to hear that you felt misled by your recent HVAC experience. That is never how we want any customer to feel, and I appreciate the opportunity to respond.
  On April 5, our technician diagnosed your ******* heat pump with two related issues. The capacitor had failed, and the condenser fan motor was damaged. These are common issues that often occur together. Both components were replaced, and the system was cooling properly when the technician completed the visit. If the defrost control board had been faulty at that time, the fan motor would not have received power, and the system would not have cooled. Based on the systems age and condition, the technician also recommended a conversation with a comfort advisor. This was not intended as a sales push but as a practical recommendation given the circumstances.
  
  When the system stopped cooling again a few days later, we returned on April 27. During that visit, the technician identified a new and unrelated issue. The defrost control board had failed and was no longer sending power to the fan motor. This problem was not present during the initial visit. To restore temporary cooling, the technician installed a bypass and discussed repair options. You declined the additional eight-hundred-dollar repair, so the bypass was left in place.
  As for the one thousand seven-hundred-dollar credit toward replacement, this is a courtesy we offer when major repairs are followed closely by a decision to replace the system. It is intended to help our customers avoid feeling as though they paid for both repair and replacement. This policy was clearly communicated during your first service appointment.
  We are grateful that you have had positive experiences with our plumbing team and understand your disappointment with this HVAC situation. While we regret that this experience did not meet your expectations, we stand by our technicians diagnosis, the transparency of our pricing, and the professionalism of our team. If you would like to continue the conversation, we are open and available.
  
  *** *******
  HVAC Service Manager LTP Balt

  Customer Answer

  Date: 05/28/2025

  In addition to what I already provided, here is more evidence that Len the plumber knew that they did work that was not necessary and that their practices are deceptive. I also have I additional text messages but I am going to reserve those as I seek legal counsel.  Len's response was unacceptable in this case, and if Len stands by their employees then they should stand by all their employees and not pick and choose when they contradict each other. I am going to pursue the return of funds for services that Len knew they shouldn't have done.  They merely baited me into paying for these services in order to roll it into more expensive services.

• Initial Complaint

  Date:05/13/2025

  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’m seeking to obtain an invoice from Len the Plumber for plumbing work done in early April.
  I contacted the company bout sending me hard copy of the invoice but so far have received nothing.

  

  Business Response

  Date: 05/13/2025

  We sincerely apologize for the inconvenience Mr. **** has
  experienced. Upon review, we discovered that his invoice was mistakenly emailed
  on 4/22 to a non-existent email address. We
  apologize for not catching this mistake. To address the issue, we
  have escalated the matter to our branch management team. They have confirmed
  that a hard copy of the invoice is being sent by mail to ensure Mr. **** receives it promptly. We appreciate Mr. **** bringing this to our attention and
  apologize again for the delay and any frustration it may have caused.

  Customer Answer

  Date: 05/13/2025

  
  
  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:05/12/2025

  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.

  ** Senior Citizen **Had work done on 4/11/25, consumer paid in full and business told her they would mail her a copy of receipt/invoice but hasn't received it. Consumer as call twice and spoke w/ **** and ****.

  

  Business Response

  Date: 05/12/2025

  We do apologize for this misstep. It appears that Ms. ******* invoice was emailed on 4/14 to a non-existing email account. We apologize for not catching this mistake. I've taken the liberty of uploading it here for her convenience.

  Thank you

• Initial Complaint

  Date:04/21/2025

  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 January 23rd, 2025 I called to have a tech come out to fix a leak problem with a faucet on the back of my house. The tech put a new valve inside the house and said that would fix the problem.He charged me $428 and left. The next day, the faucet was still leaking. I called them again in late March and the tech came out on 27th. He said the charge to install new copper pipes inside and replace the pipe going outside to the house and the faucet would be $2,025.00. He showed me only part of the charges pertaining to the pipes and faucet and the "customer discount'' and asked me to sign on his tablet. He did the repairs and left and said he would e-mail me a copy of the invoice. I opened it on my computer and realized he charged us $300 to "check a leak in the gas line" We do not have gas, the house is all electric. I called their office and they said they would refund the charge. I heard nothing from them and did not get a check. I printed a copy of the invoice for March 27th and realized they had also charged us $671 for "a one year parts and labor warranty, which we did not request. 4/1/25, again on 4/9/25 after I did not receive a check. I spoke to the Office Manager, A **** ***** and while I was talking with her, the Tech Manager,a ******* came on and said, "this is totally unacceptable, we don't do business this way, I"m going to get to the bottom of this. I asked if they were going to refund the $971 and he said, "Yes, but since you paid by check, it will take two days. I did not get a check. I tied calling the **** ****** on 4/16/25 and was told she was on the phone but would call me back with two days. As of this date, no one called and I did not receive the Refund. I feel we have been overcharged drastically and should be reimbursed or at the very least advised in writing as to why they have not sent a refund.

  

  Business Response

  Date: 04/25/2025

  In reviewing concerns with the customer, we have come to a resolution and will process a refund for the agreed upon amount. Note that,while we have begun the process, funds can take up 3-4 weeks to  actually reach a customers account. Thank you.

  Customer Answer

  Date: 04/25/2025

   
  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:04/15/2025

  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 am filing a formal complaint against Len the Plumber, a licensed plumbing company, due to repeated delays, unprofessional service, and a failure to complete a basic repair to township standardsresulting in a failed inspection and significant personal inconvenience.On multiple occasionsDecember 8, 2024; December 17, 2024; February 12, 2025; March 5, 2025; and March 7, 2025I had scheduled appointments with Len the Plumber at my property located at ****************************************************************. Each appointment was confirmed by both parties, and I complied with all requirements, including being present during the windows they provided.Despite this, the plumbing work was either not performed correctly or not completed at all. On January 23, 2025, I was informed that my plumbing inspection failed because the plumber did not perform the job according to township standards (I have attached the NOT APPROVED permit notice as evidence). After that, I made multiple effortsvia text and phoneto request the job be redone. The company responded by telling me to coordinate again with dispatch, yet no effective resolution was ever provided.What makes this even more unacceptable is that I traveled from ******** specifically to manage this issue in person. On top of that, each failed visit and inspection cost me both time and money. I emphasized repeatedly that I only wanted the job to meet township standards and pass inspection, but my concerns were brushed off or routed to different departments, leading to no meaningful action.I have saved screenshots of:All scheduled appointments (5+),The failed inspection notice,Text conversations with representatives,Evidence showing their acknowledgment of the failed work.I am requesting a formal investigation and follow-up regarding Len the Plumbers poor workmanship, lack of accountability, and failure to deliver contracted services.Sincerely,******** ******

  

  Business Response

  Date: 04/17/2025

  We submitted permit to the township yesterday. We were already to start the job this morning and had it on the schedule. We then received a call from the township telling us it would not be approved today, and we would need to wait to Monday for it to be reviewed and approved. We notified Mr. ******* and explained that we must wait till we are given the approval from the township to start the work. Mr. ******* understands that we have no control over the township. We did let him know we have this on the schedule to return Tuesday morning and will follow up with the township and the approval Monday. Thank you.

  

  Business Response

  Date: 04/21/2025

  We are submitting this as an update to last week's response to this case - We spoke to the township this morning and they informed us that the permit may not be approved until the end of the week.Without the permit approval we cannot start any work. We have reached out to the customer via email and phone to notify him but wanted to make you aware as well. We will follow-up with the township again on Wednesday for an update. Thank you.  

• Initial Complaint

  Date:04/07/2025

  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.

  January 2025 I called Len the Plumber to fix a pipe inside a wall leading to my basement. The repair was completed and the technician Mr. *** ***** asked if I wanted a print or e-mail receipt and I said Print. As of today's date April 7 no receipt has been received. I have made 3 calls and each time I'm told one would be mailed to me. I told the last woman that I spoke with about a week and a half ago that if one is not in my hand that I was filing a complaint with the BBB because at this point it is my firm conviction that they refuse to mail one to me which she denied. Would you PLEASE see to it that I have one mailed to me!

  

  Business Response

  Date: 04/17/2025

  We apologize for the miscommunication. It does appear that a copy was emailed on multiple occasions. I cannot speak to whether a physical copy was mailed via ***** Our Office Manager has spoken with the customer and is mailing a copy of her invoice tomorrow. I've attached a copy here as well. Thank you.

• Initial Complaint

  Date:04/04/2025

  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 December 9th, Len the Plumber to service my hot water heater because of a rotten egg smell in my hot water. The technician came but couldnt isolate the problem. After spending an hour on the phone with other techs, a filtration system was ordered. When 2 new technicians came to install the new filtration system on December 26th, the system was too large for the water closet where the water lines come into my house. They took samples of my hot and cold water to determine the proper filtration system needed and left. Its been 2 months since the water samples were taken and still nothing! *** requested a refund their **************** Manager a total of 3 times (by email on January 23rd and January 31st and by phone on February 6th). In the phone conversation, I was told to expect the refund in 10 days but have received $0 back of my $1470 deposit.

  

  Business Response

  Date: 04/07/2025

  A refund was issued in the amount of $1,421 on 3/18/2025 by our finance team. We have seen it take anywhere from 1-4 weeks (5-20 business days) for the credit card company to post the refund to a customer's card. We will request that our finance team follow up to assure the refund went through but once we issue a refund it is in the hands of the credit card company to apply it to the customers line of credit.

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our well pump replaced in Dec 2024. It has already failed and I have been told by other plumbers it was never installed correctly. My reservoir has been depleted. I do not have water in the house in a meaningful way. I am at risk of my well drying up. I paid $12,100 for a system that not only does not work, it bus causing more damage to my existing well pathway. I need a refund and they need to dig me a new well.

  

  Business Response

  Date: 04/09/2025

  A Service Manager at the Branch spoke with the customer today and they are happy with the resolution agreed upon. Thank you!

• Initial Complaint

  Date:04/02/2025

  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.

  Complaint Against Len the Plumber LLC Failure to Address Property Damage I am filing this complaint against Len the Plumber LLC due to their complete disregard for property damage caused by their work and their refusal to take responsibility or even respond to my concerns after many email requests.On December 20, 2024, Len the Plumber performed work at ****************************************************************** neighbors property. During their work, they caused significant damage to the sidewalk in front of my home at *******************, which was NOT part of the project.The facts of the situation:-My sidewalk was in undamaged condition prior to their work.-The damage occurred entirely on my property, separate from the work site.-I was never a party to any contract or agreement related to their work.-Len the Plumber denied responsibility without providing any evidence to justify their stance.-After multiple follow-ups, the company has completely ignored my emails and refused to respond.//// I want to point out that future customers would likely be very concerned to learn that Len the Plumber is unwilling to take responsibility for damage caused to neighboring properties during major projects. Homeowners should not have to worry about being left on the hook for repairing damage they did not cause, simply because they live next to a jobsite.This situation is both morally and legally questionable. If Len the Plumbers standard practice is to damage neighboring properties during their jobs and then refuse to acknowledge or address it, homeowners have a right to know.I am requesting that the BBB formally investigate this and urge Len the Plumber to take responsibility for the damage they caused. I also believe their business practices should be made transparent to protect future customers from facing similar issues.I can attach photos of the damage and copies of my email correspondence for review. Please let me know the next steps in pursuing this complaint.

  

  Business Response

  Date: 04/09/2025

  Weve spoken with both the original customer, Mr. ****** and the complainant, Mr. ********* regarding the damaged sidewalk.The customer has agreed to take responsibility for repairing the affected block of concrete.
  
  As outlined in the attached Expectations Formsigned by the customer prior to the workthey agreed to address any concrete damage that may occur during the sewer line replacement. While we always strive to avoid damage to sidewalks and surrounding areas, occasional incidents do happen, and repairs of this nature are not included in the job pricing.
  
  Weve also explained this to Mr. ******** and provided him with a copy of the Expectations Form for clarity.
  Please let me know if you need anything further.
  
  Thank you,
  ***** *****

  Customer Answer

  Date: 04/11/2025

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

  I was contacted by **** ********** from Len The Plumber finally after being forced to escalate this matter to your attention. I had tried for weeks to get them to respond to this issue and they had refused to send me the "contract" that apparently has the power to forfeit my rights as a homeowner to damages caused by a third-party? I am going to paste my response to **** below so you see that I am not agreeing to their description of "resolved". I am still going to be paying my neighbor the $500.00 it will cost to have that cement pad repaired. I told Mr. ********** this immediately after receiving his email and they have refused to answer since then. I believe they should do what's right here and send us a check for the amount of the one sidewalk pad they broke on our property. My neighbor is paying to repair all of his sidewalk and driveway on his own. Below is the email that I sent and still have not gotten a response, so I am hoping that their company isn't going to avoid answering me now that I have told them directly that I am not satisfied with any resolution other than them reimbursing me for the cost of the one cement sidewalk panel being repaired. 
  
  
  

  

  Business Response

  Date: 04/15/2025

  Our Sewer Sales Manager has resolved this matter with Mr. ********* Thank you.

  Customer Answer

  Date: 06/08/2025

  After the BBB reached out to Len the Plumber directly, AND after I submitted several complaints on other Service review pages, they finally reached back out to me and decided on doing the right thing here and paid for the damaged sidewalk panel on my property. I want the record to show that they made things right, and that this complaint is fully resolved at this point. 

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We've lost $601.00 because Len the Plumber won't send an itemized invoice! In December '24, we chose Len the Plumber to repair our hot water heater after coordinating with our water heater manufacturer regarding the warranty. We shared the warranty authorization number with Len the Plumber and scheduled the repair for Devcember 31, 2024. We told Len the Plumber staff that the work was under warranty and we would need an itemized and dated invoice from them. They agreed and completed the work for $601.00. We paid Len the Plumber in full immediately upon completion of service. Afterwards, we asked for an itemized receipt and instead, received a lump sum invoice with no date of service. We emailed them back and asked for an itemized receipt with parts and labor shown separately (as required by the manufacturer to get reimbursed for the hot water repair and the $601.00). They sent a second invoice but it still combined parts and labor and had no date. We emailed back again asking for a correct invoice and were told that Len the Plumber is a lump sum/flat rate company and we would get no more detail. We were NEVER told this prior to scheduling Len the Plumber to do the work, and paying in full for the repairs. We emailed back again and called the Office Manager, ****** *****, many many times and only received one phone call back on 3/17/2024. On 3/17/2025 she stated that she would get an updated invoice to us on the same day, 3/17/2025. She also asked us to email her a template of what needed to be included on the updated invoice, which I created and sent her on 3/17/2025. Now it is 3/18/2025 and we still have not received the updated invoice with itemized costs and the correct date. It is now 2.5 months after we paid our 100% of our bill and are getting no cooperation on what Len the Plumber said they would provide (an accurate, itemized invoice). We also need the W9 for the warranty reimbursement to be processed. Without this invoice, we are out-of-pocket $601.00.

  

  Business Response

  Date: 03/24/2025

  Our ************* Manager spoke with the customer this morning and she is satisfied with the service and is thankful for the letter that was provided for her insurance agent customer. Thank you.