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:01/28/2025

  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.

  On August 5,2024, I hired LEN The Plumber, for problems related to kitchen sink backup. They sent a technician who snaked pipes and installed a new cleanout plug. We still continued to have issues with water leaks and backup. LEN sent out a new plumber who stated that we had a broken pipe under ground in the basement which required an excavation to be replaced. That work was done on Aug 12, 2024, and I paid $10,000. We continued to get water and leaks at the repaired site after sending 3 separate plumbers, LEN stated that we need a new excavation to resolve the problem. That new Excavation was completed on November 19, 2024. The new plumber removed all of the new pipes installed by the first excavation team and replaced them with new larger pipes. The charge was $12,000 to replaced the work LEN had previously done with guarantees. In fact, I had spoken with a LEN supervisor who assured me that if they had to open the floor it would be at LEN expense. I reached out to LEN on December 16, 2024, by letter requesting an adjustment of $10,000. If the original work had been done properly, the second excavation would not have been required. I have not received an official response . I did receive a phone call from a LEN supervisor who promised a review and adjustment. I have used this company for years with only 1 complaint previously. I have used them because they have been dependable although they are slightly more expensive than some others. But their reliability was more important and I had never had a major problem before. I believe I was taken advantage of in this case. Thank you.

  

  Business Response

  Date: 02/06/2025

  I apologize for the delay in responding. Following is the feedback I've received from our Branch Manager to date - 

  Our initial
  contract with Mr. and Mrs. ********* was entered into on August 12, 2024, for
  the purpose of repairing a broken pipe located under the concrete floor. This
  scope of work included the removal of concrete and a rough-grade rebuild. All
  work was completed to the customer's satisfaction, with no outstanding issues
  reported.
  On
  November 20, 2024, we entered into a subsequent contract with Mr. and Mrs.
  ********* to address an additional section of pipe that required repair. We
  provided a detailed estimate for the necessary work, which the customer
  reviewed and accepted. In consideration of their additional needs, we also
  extended a credit to the customer as part of this agreement.
  Both contracts
  were executed in good faith, with clear communication and mutual agreement on
  the scope of work, pricing, and terms.

  Customer Answer

  Date: 02/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  LEN Plumbing merely repeats that they performed two procedures at our home, leaving out the fact the second job was required due to the fact that the first plumber failed to do a completed job which necessitated the second procedure. After the first procedure LENN sent 3 plumbers out because we continued to get water leaks from the site. 
    If the work had been done properly the first time, this would have not been required. However, I am not going to continue my complaint, LENN has no intentions of making this right, they did give me a $3000 credit recently. although this is inadequate, I am just so disappointed with a company that I have held in such high regard in the past. I don't know if I will use them again in a big job.  Thank you for your efforts to try and get LEN to satisfactorily address this matter. 
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:01/09/2025

  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.

  These guys broke the valve on my toilet after doing work and didn’t even bother to say anything. And what’s a joke is they should have never taken my toilet off in the first place and used the outside access line to check my sewer line. They lied about there not being one to charge me $500 to take my toilet off and put it back on, breaking it in the process. You guys should be refunding that $500 and fixing my toilet valve for free

  

  Business Response

  Date: 01/09/2025

  Thank you for bringing this to our attention. A Manager at the Branch was in touch with Ms. ***** earlier today to resolve her complaint as it came through from another source. We do believe that we've reached a resolution with Ms. *****. Please let us know if that is incorrect. Thank you.

  Customer Answer

  Date: 01/09/2025

  
  
  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:01/08/2025

  Type:Billing 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 16 Dec 2024 call len the plumber to come out to fix a broken pipe .The technician told me that
  the cost $670.00.
  When it came time to pay the bill the technician said the bill came to $762.00.
  My wife and I were were shocked when the technician told us that price. It was like a bait and switch. I feel like he took advantage of senior citizens a t this difficult time.
  We have called the day of the incident and at least 4 to 5 Times after and have not heard anything back from Len the plumber. Invoice ********
  ***** * ********

  

  Business Response

  Date: 01/09/2025

  Good morning, Attached you will find the invoice which details the work performed, totaling $670, as estimated and agreed upon. We are sorry to hear that the customer felt mislead. However, the cost was agreed upon and approved prior to services being rendered.

• Initial Complaint

  Date:01/08/2025

  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.

  January 7, 2025, Len the plumber came to my house for a clogged sewer line. We had a back up in our basement with some flooding from toilet flushing in both units of house. They came out and couldn’t open the main sewer pipe. I told them they could go through another spot but they said it wouldn’t work, in which someone came out before and it worked. They decided to remove the toilet and snake it that way. Well for about 30 mins they were snakeing up the wall into the second story unit. Which we have loud video of them doing that. After I went and told them what was going on then they decided to remove try again. They charged $950 to unclog the sewer. They damaged the carpet from where they were walking. Have pictures. They didn’t put seal back around the toilet. So we were charged all that money for their wrong mistake. I don’t think that is fair at all. This company is hear to sell products. They wanted a check valve in place of something that doesn’t even flood. And they want to replace the pipes so when It clogged again it’s easier for them to come out. I would never recommend this place at all.

  

  Business Response

  Date: 01/09/2025

  Unfortunately, I am unable to locate a customer within our database that meets the criteria that Ms. **** is sharing; name, email address, phone number or last name/zip code. Please request a copy of their invoice or address where the service was performed. Thank you.

• Initial Complaint

  Date:01/03/2025

  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.

  They were hired to replace the drain and septic lines in the basement and install two new toilets. The plumber ha..er and chiseled the old lead seal out of the cast iron flange And installed the new drain line. When he turned on the water and flushed the toilets water came out of the castle iron flange. He said he talked to his boss and he told him they they were not responsible. I have been talking to thier office since Monday night 12-16-24. I have talked to a Miss Queen she keeps saying they are having meetings about this. Now they will not return my calls for a update. I also told her that one of the toilets he put in is now leaking aking in my basement. When I talked to the plumber about the cracked flange the said they could fix for $600.00. All we want is for them to fix these issues that they caused. So now I have to put up with septic water leaking in my basement.

  

  Business Response

  Date: 01/09/2025

  After speaking with this customer we are happy to report a positive resolution was agreed upon with Mr. ********. Thank you!

  Customer Answer

  Date: 01/10/2025

  
  
  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:12/20/2024

  Type:Billing 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 plumber at my residence for a service call on November 26th which I paid over 3000 dollars for a leaking sink and new garbage disposal. When I checked my credit card account I found a charge for 16.59 . When I called the office back. A woman who's name is brandy told me this would be a recurring monthly charge . I told her I did not authorize this but she told me that I would have to email their service plan department to cancel a plan that I did not authorize in the 1st place. I signed an electronic form to authorize payment for the service but not for a service plan which I told him I did not want.

  

  Business Response

  Date: 12/20/2024

  Attached you will find the signed invoice which clearly shows the Service Plan Agreement as well as the customers signature. Signing this Agreement granted the customer a savings of $549.00 at the time of this service. This is a 1-Year Service Plan agreement that is charged monthly. Early termination does entitle our company to payment of the original savings ($549). As a courtesy we have canceled the agreement without penalty and there will be no further charges to this customers account. Thank you.

• Initial Complaint

  Date:12/16/2024

  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 Dec 5, 2024 I called Len the Plumber to address two plumbing leaks. I was offered a service contract for my plumbing and HVAC systems. It was vaguely described to me. I said no. I was told someone would call to set up an appointment in reference to the plumbing issues. After further sales tactics were used I agreed because I was advised that the plumbing diagnosis fee would be waived. I was required to provide a credit card to charge the monthly fee. The technician came out. He did not complete a thorough inspection to determine where the leaks were coming from in my opinion. I told him what I thought and he said ok. He then provided an outrageous estimate for the minor work that was required based on what I told him. I decided right then that I did not want to do any further business with this company. After the technician left I called to cancel and was told that I had to keep it because I had service completed. I replied no service was completed. Your prices are ridiculous. Furthermore I was charged the $49.00 fee that was supposed to be waived. The representative said that they were sorry if I misunderstood but that this fee was mandatory and was not waived. I said that's fine I was to cancel the service contract. The representative then said that there would be a cancelation fee. (For a contract that I am canceling on the first day) I changes my mind and was not advised when it was offered that there would be a cancelation fee. I asked how much it was and they said the full one year contract cost. I said so you expect me to pay in full for a product that I will not be able to use? They spouted a rehearsed speil about how this is a binding contract and that I agreed to these terms. I did not agree to the terms that they were now springing on me. That was a lie. I said that I would think it over considering the new information.

  

  Business Response

  Date: 12/18/2024

  Our Branch Manger has spoken with Ms. ****** to verify that her membership was canceled. It is my understanding that this customer is happy and this case is resolved. Thank you.

• Initial Complaint

  Date:12/13/2024

  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 12/9/24 Requested service to reseat toilet to the floor and to replace the fill valve.
  
  On 12/10/24 I was charged $480 assuming that the fill valve was also going to be replaced. After the plumber stated he was done, I looked in the tank and saw the original fill valve still there. When I asked, the plumber explained that it would cost another $300 to replace.
  
  Plumber told me to sign a service agreement before starting work, but immediately scrolled to the signature block so that I couldn't see anything regarding the scope of work.
  
  Additionally, the plumber left debris in the bathtub, hardware on the floor, and trash in the sink.
  
  I posted a ****** review and Len responded saying that they would have customer service each out ASAP. As of 12/12/24, more than 48 hours later, I haven't been contacted.

  

  Business Response

  Date: 12/18/2024

  Thank you for taking the time to speak with our manager
  over the phone. We truly appreciate the opportunity to address your concerns. As discussed, we are scheduled to come out to your home on
  Saturday, December 21st. We sincerely apologize for the inconvenience you've
  experienced and are grateful for your patience. Should you have any questions
  or additional concerns before the appointment, please don't hesitate to reach
  out to us.

• Initial Complaint

  Date:11/27/2024

  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.

  We hired Len the plumber in October, 2024 to replace our broken hot water heater.
  
  The technician arrived on a Monday afternoon to assess. After, they went to pick up new equipment. There was an issue so technician needed to return on Tuesday.
  
  On Tuesday, the technician fixed issue much faster than anticipated. I thought great. He left and I took a hot shower. Once I came downstairs, I smelled a lot of gas in the house. I called Len the plumber. They said I had to call BGE. I called and they quickly arrived. They indicated the hot water heater was incorrectly installed and both gas and carbon monoxide is in the house. They told me that this wasn’t a simple mistake, this was a life or death situation. Due to the very unsafe scenario, *** shut off hot water heater and gas.
  
  I called Len the plumber. A different technician arrived on Tuesday night at 8pm. They could not fix so had to come back on Wednesday. Another technician came on Wednesday afternoon to fix. We still did not have any hot water in the house.
  
  The technician on Wednesday afternoon did re-hook up the unit correctly. The original venting for unit was loose, not tightened and lopsided, causing gases to enter the home.
  
  I have tried numerous times to contact Len the Plumber to get our invoice reduced.
  
  I will pay for all of the equipment and materials installed but will not pay for the labor. This installation was unacceptable and unsafe.
  
  Please call me to discuss how to proceed. Thank you!
  
  *** *****

  

  Business Response

  Date: 12/02/2024

  We are aware of Ms. *****'s case and have been in
  communication with her. At the moment we are in the middle of a chargeback
  dispute with the customers credit card company. Once that case is resolved we will be
  able to determine if any further action is needed. Thank you.

  

  Business Response

  Date: 12/12/2024

  Unfortunately, until the credit card dispute is resolved we cannot move forward with a fiscal resolution. If the customer can withdrawal that claim we can proceed. Otherwise we will need to wait until the credit card company closes their case.

  

  Business Response

  Date: 12/18/2024

  If the customer reaches out to the credit card company to withdrawal their dispute this would likely be resolved faster. Until the credit card company resolves the dispute our hands are tied. We've not been award the charge therefor we do not have the money to refund. 

  Customer Answer

  Date: 12/24/2024

  I just got off the phone with my credit card company.  They confirmed that the funds were sent to Len the Plumber on 11/26.  There is not anything additional that MY credit card company can do.  The funds have been released to Len the Plumber's bank.  My credit card company representative said that Len the Plumber needs to call there bank regarding "release" of the funds.  They were sent from my Credit card(bank) on Nov 26, 2024.  Please let me know once Len the Plumber discusses with their bank institution.  Thank you.

  ***

   

   

  

  Business Response

  Date: 01/07/2025

  Our accounting team has confirmed that the dispute was won by our company. Our Branch Manager has spoken with the customer and confirmed to me that he's submitted the appropriate paperwork for this customers agreed upon refund. Refunds to credit cards can take up to 10 business days to reach the customers account. Thank you!

• Initial Complaint

  Date:11/25/2024

  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.

  Service Technician said should replace the Pilot to the Heater Gas Broiler and get Spark Ignition Pilot and get installed.. They Ordered and came Friday 11/22/24 and installed it..
  Hour after installment of spark ignition pilot the Heater started to Steam out of Pipe by heating boiler.. Turned it Off and Called them.
  They Replied Service Manager will call back, never happened.
  Saturday, 11/23 My mother elderly diabetic is left in cold and now one made attempts to resolve. I called and support send next availability is possible Sunday..
  Paid all this money and left in cold, if wasn’t there to Turn Off , it Would been a lot worse and blown heater and House Exploded..
  Obviously Technician not know how to install properly, get job done or Replace to original pilot and Refund..

  Customer Answer

  Date: 11/25/2024

  Technician came last night and saw was not installed correctly and removed the Spark ignition unit from broiler. The thermostat was not able to shutdown broiler once it was On with Spark Ignition Unit, that’s why asked him to remove and take it back to his Manager.

  Bottom Line moving forward, $900 charge for unit should be credited back to my credit card!

  Will have to fix unit with other Equipment. 
  

  

  Business Response

  Date: 11/27/2024

  During our discussion, we extended an offer to send a senior technician
  to assess the situation and provide further assistance if needed. We also
  explored the option of discussing new boiler systems. Thank
  you for giving us the opportunity to work with you, and we hope to assist you
  further.