Complaints
This profile includes complaints for Len The Plumber, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 163 total complaints in the last 3 years.
- 70 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/21/2024
Type: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.
After getting a motor put in my a/c system ($3000). System was not working properly. Was not pushing proper CFM’s. Was sweating on duct and floor was getting unusually wet. Tech came back and told Me they put the wrong motor in and that motor was not compatible with the unit. He also said it had shorted out the computer board and was waiting on a new one. When he left I had signed up for a monthly service which was 16 dollars a month thinking that the unit was fixed at that time. After two months (July and August 2024) of trying to get this resolved, two different techs came and put a new circuit board in and a different motor in. It seemed to be working fine until I turned on the heat it did not work. I decided to have a new heater/AC put in but did not want to use Len the plumber as I felt their work was not adequate and their technicians just wanted to sell me a new unit. After having a new unit put in by another local contractor I called to cancel the 16 dollar service contract. They told me I have to pay 99 dollars to cancel. I feel this is unfair since they charged me 3000 dollars and never fixed anything. I wound at least like to get back the 99 dollars. Although I feel they did not deserve the 3000 either.
Business Response
Date: 11/25/2024
A Manager at the Branch has been in contact with the customer, they have come to a resolution. Please note that any refund awarded may take up to 30 business days to reach a customer’s account. Thank you!Customer Answer
Date: 11/30/2024
Len the Plumber contacted me and told me they were taking the 99 dollar early cancellation fee off of my bill and the person I talked to did not understand my situation. I thank you for your help ****** ********Initial Complaint
Date:11/18/2024
Type: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 phone number 4102479970 about a flood in a drainage pipe that occurs when I run the AC and washing machine on 11/14/2024. The guy came over snaked the pipe for about 15 minutes and charged me 354 dollars to "fix" the problem. The very first time I ran the washing machine it flooded again on 11/18/2024, only a few days later. I called them and they said they would have to charge me again to fix it because I signed a paper when I paid that said they weren't liable if it wasn't fixed. Is it fair to asssume that they would at least diagnose the problem correctly to fix which obviously they didn't because it is happening right away. i used to own a business I can't imagine responding like this to a customer. There has to be laws I assume that say you can't recharge someone for a problem you were supposed to fix. The guy spent a total of probably 15 minutes and charged me 354 dollars and didn't do anything to change the problem. I am disputing this payment with my credit card right now and will give the reviews they deserve over this. I just want them to actually fix the problem is the remedy I seek.Business Response
Date: 11/22/2024
A Manager at the Branch
has been in contact with the customer, they have come to a
resolution. We do apologize for any and all inconvenience this
customer encountered with our company. We hope to be of service to Mr. Parker
in the future. Thank you.Initial Complaint
Date:11/08/2024
Type: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 the plumber deceptively signs you up for a yearly service plan that a consumer would never need or use, they add it to your bill so you unknowingly sign up. Yes if you read the fine details its there but its unethical for the plumber to not tell you hes adding it your bill , and then , after multiple attempts and confirmations from len the plumber on my cancellation, I continue to get charged every month. I am down money for a service i never will use and am unable to cancel despite them confirming that I cancelled.Business Response
Date: 11/11/2024
A Manager at the Branch has been in contact with the customer, they
have come to a resolution. Please note that any refund awarded may take 7-10
business days to reach a customer’s account. Thank you!Initial Complaint
Date:11/07/2024
Type: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 6-10-24 len the plumber came to my house to install a blower motor for the ac when he was done he told me that the ac is working but he will be coming back to replace the fan timing board and make sure that the heat is working i told him ok never heard from them again oct it got cold here and i am recovering from hart surgery i went to turn on the heat and no heat i called them and told them i have no heat they said they would send someone out the next week they sent a man to my house and he told me that the first guy that had come out disconented my heat but he would try to get it working after he worked all day on the unit he told me that the fan motor they had installed was bad and he wanted 1,000.00 to fix it i told him no way i have the first guys cel number and he told me he would get it worked out and fix my unit it is now 11-6-24 and i have called them over 20 times and they still have not called me back i need my ac and heat working I CAN BECOME VERY SICK WITH NO HEAT MY HART WON'T TAKE IT DO TO THE MEDS I AM TAKINGBusiness Response
Date: 11/11/2024
Mr. *******, We do apologize for any and all inconvenience that you may have encountered with our company. We are happy to have come to a mutually acceptable resolution and hope to be of service to you in the future. Thank you.Customer Answer
Date: 11/12/2024
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:10/24/2024
Type: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 August 29, 2024, I paid Len the Plumber $5,267.59 to replace my water heater. Of that amount, $1,901 was allocated to install a new chimney liner and flu pipe connected to my water heater. See Invoice *********. As of today's date, the chimney and flu work has not been started, and Len has not issued a refund. I would like (1) a full refund or (2) the work to be completed at a discount. Here are details from my previous attempts to resolve this issue:
1. 8-29-2024 - Initial service with $1,901 pre-payment for chimney liner. The Technician said that someone would call to schedule the chimney service within a day or two.
2. Early September - Spoke with customer service to schedule furnace service. I mentioned that no one had called to schedule the chimney service, and she said that she would check.
3. 9-19-24 - A heating technician arrived to service our furnace. My wife told him that no one had called about the chimney work. He said that he would check with dispatch. My wife followed up with a text message, but he did not respond.
4. 10-4-24 - I called customer service to ask for a refund of the $1,901 paid for the chimney work. A service manager pushed me to schedule the service. He threatened that Len’s warranty for the water heater work would be void if I did not agree to complete the chimney work. I told him that I still wanted a refund, and he finally agreed. He said the refund may take 2 or 3 days to appear.
5. 10-18-2024 - At 10:00 AM, I spoke with a customer service rep who tried to call contact a service manager. No manager was available. She said that she would send an urgent email for someone to call me.
6. 10-18-2024 - At 4:00 PM, after not receiving a call, I called customer service again. The rep tried to contact a customer service manager but could not reach one. He said that he would keep my information and try again in 20 minutes. No one has contacted me, and no refund has been issued.Business Response
Date: 10/28/2024
Although it was later
than intended, the customer's original request has been honored. Please note that refunds can take 7-10 Business Day to reach a customers account. Thank you!Customer Answer
Date: 10/30/2024
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:10/15/2024
Type: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 paid $1800 for Len the Plumber to come out twice to NOT fix the issue, and in fact made it significantly worse causing a flood and now after they admitted fault are not refunding me. Their customer service is abysmal..not getting many, many, promised call backs or resolutions. They are beyond unprofessional and should be out of business if thei is how they treat customers.Business Response
Date: 10/21/2024
I have spoken with the Office Manager and was made aware that a refund request was processed Friday, 10/18. It may to 7-10 Business Days for the refund to reach the account the original payment was made from. Thank you.Initial Complaint
Date:10/15/2024
Type: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.
Like so many other complaints to the BBB about Len the Plumber and the installation of water heaters I fell victim to for not doing the research on them. I was on Len the Plumber's discount program. I was told by the technician, who replaced the AC that I could cancel the program anytime - that was a lie. Because I just tried to cancel it and they want another $100 to do so. Next, on 20 September 2024 Len the plumber installed a new water heater. I had called the night before when it was leaking - contrary to this program, they are NOT a 24/7 business and said they couldn't send a tech until the next day. They installed it the next day where it failed City of Baltimore inspection. Unlike other plumbers - Len will not do the chimney liner claiming I need someone else to do it. Management is not trained that in the older homes that the Chimney liner is need and YES, it is the plumbing company's responsibility to do that.Customer Answer
Date: 10/16/2024
Want the job completed to Baltimore City code as promised.Business Response
Date: 10/18/2024
We were able to speak with Mr. ******* and resolve his concerns. Thank you!Customer Answer
Date: 11/01/2024
On Friday 18 OCT 24, Len the Plumber, contacted me and a resolution was discussed. I was informed that they would finish the job and was to call me on that following Monday, 21 OCT 24, to do the coordination and finish the job. Monday came and went with no contact. That following Friday I called Len the Plumber as to the status of the job. After talking to two individuals no one knew at the company what I was talking about. It was determined that the individual that I had talked to previously was no longer at the company - so, again, another resolution was developed and today - Friday, 1 November 2024 at 10am - someone was to come and survey the job and get the job done. Not surprised, but no one has shown up. I called the company and was initially met with, "Well, you got to call that individual yourself" until I explained I did not pick their subcontractor, that they had coordinated that and that their sub contacted me the previous Monday to say he would be here today, Friday, 10am, 1 November. At present, the last individual I talked to was also unaware of the situation and was told he would research the situation and return my call. To date, I have 1 1/2 days' worth of work waiting on someone and the job is still not up to City of Baltimore Codes.Business Response
Date: 11/06/2024
Customer
has been contacted and has chose Monday November 11th for installation of
chimney liner with ********* *******. Wednesday, 11/6 was offered, but did not work with the Customers schedule. Thank you.Initial Complaint
Date:10/09/2024
Type: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.
In early August of 2024 I contacted Len the Plumber so that they could perform an inspection of my sewer lateral line as required by my township for the sale of my house. Cleaning and an inspection of the line was performed after they replaced my faulty sewer trap with a new clean-out. Despite my paying in full for the inspection, cleaning and trap replacement, the company still has not submitted the township inspection report that I need to sell my house, and it’s been over one and a half months since the cleaning was performed in mid-August. Now I am unable to sell my house because the company refuses to submit the inspection report, despite my making this need very clear to them through multiple correspondences, to which they’ve only answered once in a generic and unhelpful manner.Business Response
Date: 10/14/2024
It is my understanding that our Sewer Manager has been in contact with Mr. ****** and is providing the requested information. Thank you.Initial Complaint
Date:10/08/2024
Type: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 September 29, 2024, the technician Ronald H******** from your company did not finish the job. Mr. H******** destroyed my kitchen. He did not refill the hole in my kitchen he put a piece of wood over the hole. Mr. H******** is very unprofessional and putting peoples safety at risk. Len the Plumber is not putting there customers first. This is the most horrifying experience My kitchen floors are destroyed because of Mr.. H********.Business Response
Date: 10/14/2024
Ms. ******, It is my understanding that a return service call has been scheduled. If for any reason you need further assistance please feel free to email [email protected], or here. Thank you!
Customer Answer
Date: 10/19/2024
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:10/03/2024
Type: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 October 3, 2024, the company sent their worker to my home. They told me earlier that the inspection will be $49 and if we use their service, the $49 will be deducted from the final bill.
The problem I had was a hot water heater anode rod need to be replaced, and 4 old stop valves among the water pipes in the basement need to be replaced. If I were the worker, I would conclude the labor charge and parts price within 10 minutes because the problems were not at any urgency and were an easy task for any pluming professionals. But the guy stayed in my basement for 45 minutes to "sort this out" and finally gave me a price of $2500. I refused their service and then the guy asked the inspection fee for $186, not $49, stated it's because he did intensive research for the job. I then gave him a check of $186 and he left.
Another thing, I found this company from the ****** ****** **** **** ******* * ******* **** ******** ***** **** page 93 where it says the company is A+ rated with BBB. However when I started this complaint, and I copied the company name and address from their website for search, your page gave the message of NOT FOUND, and I have to literally type in everything to continue my complaint. How come a company claimed A+ rated by BBB but no any information on the BBB database?Business Response
Date: 10/11/2024
Per our Branch Manager, he and Mr. **** have come to a mutually agreed upon resolution. Thank you!
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