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, Inc.

  2091 Springdale Rd Cherry Hill, NJ 08003

  
• 

  Len The Plumber

  6598B Fleet Dr Alexandria, VA 22310

  
• 

  Len The Plumber

  7 Chelsea Pkwy Ste 709 Trainer, PA 19061

  
• 

  Len the Plumber

  Horsham, PA 19044

  

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:09/12/2024

  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.

  Michael D**** replaced a part on our water heater and flooded our basement with 2-3 inches of standing water. When I took photos of the water damage, he yelled and cussed me out while my husband tried to deescalate and get him out of our house. Manager Kenny M**** assessed the damage and hired a company to begin the drying process. We were told by both Michael and Kenny that mold is completely safe despite me being pregnant and high risk. The carpet was ripped up and dried with dehumidifiers and fans. After several emails and calls, the drywall was finally replaced 3 weeks later. The carpet is buckled, gapped at the baseboards where it’s been cut from the wall, and crunchy to the touch. The carpet was installed new 1.5 years ago and is now damaged. Manager Glen C**** refuses to replace the carpet or give us a corporate number. He involved his supervisor Mike V***** who also has refused to give the corporate number. Mike V***** stated “we can do this the easy way with me or the hard way with corporate,” yet still refuses to involve corporate. In total we have asked 9 times for the corporate number or a higher up manager to speak to but have always been refused. We just want our basement to look how it did before Len the Plumber stepped foot in our house. We need the carpet replaced.

  

  Business Response

  Date: 09/13/2024

  A general liability insurance claim has been established and
  our adjuster has been in communication with the customer. Any further concerns and correspondence related to the property damage should be redirected to **********. Thank you.

  Customer Answer

  Date: 09/16/2024

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

  I have not been contacted by any insurance adjuster or employee from Len the Plumber as stated. This issue has not been handled, and I have no contact information regarding who I should reach out to.

  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 09/17/2024

  Mr and
  Mrs *****,
  
  The property damage was reported to the TPA (**********). They
  have informed us that the adjuster has been in communication with you. If you
  have any further concerns related to the property damage, please redirect to
  **********, contact info below:
  
  **********************************************

   

  Thank you.

• Initial Complaint

  Date:09/05/2024

  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 August 6th I called Len the Plumber for potential service to my water heater. The rep on the phone asked me if it was more than 10 years old and I said it looks fairly new but I wasn’t sure. The rep said it would be $49 to come out and diagnose the problem and if I got the service done through them they would apply the $49 to the bill. The technician arrived, took one look at the water heater and immediately went into a ******** ***** sales pitch. I asked what was wrong with the one I have and he responded with “probably thermal expansion”. After explaining I wasn’t interested in the sales pitch he said they didn’t perform work on my brand of water heater (**) and he couldn’t even touch it. He also claimed that “no other plumbers would work on this unit and they don’t make the parts anymore. I asked him why the rep on the phone didn’t ask me what brand I had before dispatching him to come look, to which he didn’t have an answer. I asked him to leave and paid the $49. I then inquired with other plumbers to verify his claim that no one would work on it and not one said they wouldn’t do the work. I had someone come out and they diagnosed the problem as a faulty temperature pressure valve and they easily found a replacement part and fixed my water heater. I called Len the Plumber back to ask why they would dispatch a tech if they couldn’t do the work and to inform them of the false claims their tech made. I was assured they would look into it and Get back to me. It’s been weeks and I have not heard back. The whole process seemed deceptive and I felt like I was charged $49 to hear a sales pitch since all the tech did was shine a flashlight and talk about ******** ***** water heaters. I paid $100 for the actual work from another plumber but was charged $49 for shining a flashlight from Len the plumber.

  

  Business Response

  Date: 09/05/2024

  A manager at our branch has been in contact with the customer and they have reached a resolution.  Note that any refund awarded will take 7-10 Business Days to reach a customers account.

  Customer Answer

  Date: 09/05/2024

  
  
  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:09/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 21, 2024 Len the Plumber was to reset the pressure switch on the well pump that they had previously installed. The switch tripped due to a power outage. No new parts or special equipment were required. This was conveyed to Len the Plumber before they came out. We were told $49 plus parts and labor with the $49 applied to bill. The tech came out and was there for less than an hour and reset the switch. He then charged my elderly mothers credit card $792 including $266 to diagnose the problem that we already told him and was obvious. We called the district manager 4 times seeking an explanation of the significant overcharge and partial refund. He has refused to contact us to resolve the matter. Our last call to them the staff said our issue had been closed out internally with no further action and no contact with us. After using Len the Plumber for 10 years we are extremely upset and feel like our elderly mother was completely ripped off.

  

  Business Response

  Date: 09/04/2024

  After
  speaking with the customer and hearing their concerns, we were able to come to
  a resolution. Thank you!

  Customer Answer

  Date: 09/04/2024

  
  
  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.  They promptly responded and acknowledged the issue, took responsibility, and proposed a resolution that refunds a large part of the invoice.  We are waiting for the refund to be credited which we are told can take about 7 days. 
  
  
  
  Sincerely,
  
  
  
  ****** ****** **************

• Initial Complaint

  Date:08/30/2024

  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 April 22, 2024 Len The Plumber performed work on our faucet which proved to be of unsatisfactory quality because it did not solve the problem, i.e. stop the water from leaking at the faucet of the sink in the bathroom which made it impossible to use the sink. ( the other parts of the work, i.e. water standing in the toilet and water in the shower were taken care of by the technician. In spite of several phone calls and sending a letter on April 25, 2024 ( three days after the service), Len The Plumber did no remove the charge of $ 964.00 from my bank statement or reimburse me for the anount.
  
  In the meantime I had the work done by another company.
  
  On August 20, 2024 I called Len the Plumber again explaining why I was dissatisfied with the work performed on April 22, 2024. I also referred to my letter of April 25, 2024 to Len The Plumber Heating & Air at 12000 Indian Creek Court
  Suite E, Beltsville, MD 20705. The lady told me that the company would react within 48 hours to my complaint. But Len The Plumber did not respond and has not yet reimbursed me for the unsatisfactory work. On August 27, 2024 I called Len the Plumber again and left a message on their phone requesting - again - the reimbursement of $ 964 for the unsatisfactory work they had performed on April 22, 2024 at the sink in our bathroom. I informed them on my recording that I would now address my complaint to the Better Business Bureau.

  

  Business Response

  Date: 09/11/2024

  Our records
  indicate that Mr. ***** did contract our company to clear a clogged drain in
  the second-floor bathroom of his home on April 22nd. We were not
  contracted to replace or repair a faucet. We cleared the drain which also
  required us to pull and reset the toilet.  The customer was charged $964
  for that visit; see attached invoice which the customer signed and agreed to
  pay, we did collect this payment in full. Mr. ***** admits that the work we
  performed resolved his drainage issues within his own BBB case submission when he
  stated, “the other parts of the work, i.e. water standing in the toilet and
  water in the shower were taken care of by the technician.“ While Mr. *****
  did ask our technician to look at the faucet, which he did and recommended
  replacing, Mr. ***** declined that service. I have attached our Call History and
  Call Notes for your review. No refund will be approved, the work for which we were
  contracted and completed was satisfactory. The work Mr. ***** is claiming to be
  unsatisfactory with was not estimated, contracted or performed by LTPHA. Thank
  you.

• Initial Complaint

  Date:08/29/2024

  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.

  7/15/24: Technician who fixed my leaky pipe explained I could get a discount on the work if I signed up for the service plan for $16.59. He said it was a ONE-TIME charge and would cover HVAC and plumbing maintenance for a year (the first of many lies he told). I paid the fee as a part of that service. 7/30/24: I got my entire house re-piped. The same technician charged me $16.59 again when he should not have. 8/15 & 8/16/24: My credit card was charged $16.59 two more times out of the blue. I called Len the Plumber to dispute the additional charges. That is when I learned that the fee was actually a monthly fee and not a one-time fee. I told the rep that was not my understanding when I signed up and not what the technician said. But I also explained that even so, I should not have been charged on August 15 and 16, as at that point I had already paid two times, which would have covered July and August. He agreed and said he would send the request to customer service and that I would receive the refund for the two charges ($33.18 total) in a few days. 8/29/24: I called to check the status of the refund. At first the rep said she was going to initiate the refund and it would take a few days. When I asked why that wasn't already done when I first called, she "talked to her Supervisor" and said it would actually take a month for the refund. I expressed my frustration with the constant misinformation and asked to speak to her Supervisor. She told me she was new and apologized for providing the wrong information, but that she would email the supervisor to let her know I wanted to speak with her. I have not heard back from anyone. Given the awful job they did on my re-pipe (that they eventually fixed), and just the overall incompetence and dishonesty of their employees I have dealt with, I do not trust Len the Plumber AT ALL and don't want any more contact with them. For resolution, I want: (1) $33.18 refunded to my credit card, and (2) that Service Agreement is CANCELLED.

  

  Business Response

  Date: 09/03/2024

  After investigating this customers claims we did find that there was a duplicate contract attached to their account. Both contracts have been canceled and a refund of the duplicate charges is being processed. Please note, it can take 7-10 business days for a refund to hit the customers account. Thank you.

  Customer Answer

  Date: 09/03/2024

  While I am satisfied that Len the Plumber has agreed to refund the duplicate charges and cancel the service agreement, I do not want to close out the complaint until the refund has been actually issued and the money is back on my credit card. Is there a way to keep the complaint open until that has happened?

• Initial Complaint

  Date:08/28/2024

  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.

  The plumber installed a new water heater and well pump more than two months ago. The water heater failed the very next day and has failed repeatedly since this time. The cost for the equipment and for the labor approximates $10,000. Despite repeated calls to the technician and to the regional manager, issue has not been resolved. In fact, the regional manager has been unresponsive to phone calls despite his promise to me to keep me informed. Because of the lack of communication, I have had to contact the manufacturer of the water heater directly to attempt to bring this to resolution. That is not my job.

  

  Business Response

  Date: 09/03/2024

  On
  6/10/24 we installed a Tankless Water Heater at the customers home. Prior to leaving that day, we ensured the water heater was operating properly. The
  next day, the customer called to report it was not producing hot water. We
  returned to make corrective action on five separate occasions with various technicians:

  06/11/2024   
  7/15/2024    
  8/01/2024   
  8/03/2024      
  9/04/2024                
  

  During this time of return visits our Service Manager was in
  constant communication with the customer to apprise him of all progress through
  the duration of efforts on our behalf.
  

  After calling the manufacturer (Navien), to assist in a collaborative effort of
  troubleshooting, it was determined that the manufacturer had provided a
  malfunctioning part on the water heater.  They are shipping a new part out this Wednesday, and we will return to the home promptly to replace the defective
  part. Everything should be resolved within the week.

  Customer Answer

  Date: 09/13/2024

  I called Len the Plumber on June 10, 2024 to address an issue I was experiencing with my home water heater. Without providing any alternatives, the company charged me $10,000 for what I later learned from other contractors to be the top-of-the-line tankless water heating and water well pressure tank products on the market. Not to mention a complete and exorbitant reconfiguration of the venting system that left subsequent company technicians who serviced the system scratching their heads. The system failed on Day One. Over the course of the next three months, five different representatives attempted to solve the issue, encompassing seven separate service visits. Including the 2-hour service window, all but one of these visits required me to be at my home for a minimum of 5 hours. This imposed a tremendous logistical burden; I have a child who requires regular medical appointments an hour away, a requirement that I made abundantly and repeatedly clear to the company. The company's regional manager and service manager committed to me over the phone to resolve the performance issue and to provide regular updates re: their conversations with the water heater manufacturer. Three weeks passed with no update. I called the manufacturer myself, who told me they hadn't received a single phone call from the plumber. It wasn't until I contacted the BBB that the plumber sent 3 representatives to my home to try to fix the unit again. I discovered at this time that the plumber had left a vent disconnected from the unit for 3 weeks. The service manager pro-actively told me he'd issue a refund for my troubles. Despite my repeated phone calls to resolve the issue, the company refuses to return my calls. I seek restitution for my troubles and inconvenience.

  Customer Answer

  Date: 09/15/2024

  Number one, the company was not in "constant communication" with me. The service manager only spoke with me when I pro-actively tracked him down to speak.

  Number two, the technician left the vent to my water heater disconnected for three weeks. It was not until I called the product manufacturer directly and filed a complaint with the BBB that the company sent technicians directly to my home to address the matter.

  Number three, the service manager initiated an offer to refund me part of my $10,000 for the time and inconvenience that I encountered during the nearly three months required to address the problem. The service manager told me he and the team would discuss the refund at their Monday, Sept 9 morning meeting and call me with their response. Not only did the service manager not call me, he has not responded to my call or text message.

  I seek resolution on the refund that the company pro-actively offered to me and that multiple members of the company suggested to me that I pursue.

  

  Business Response

  Date: 09/16/2024

  It is my understanding that a mutually agreed upon settlement has been reached.  Please note that any refunded money may take 7-10 Business days to reach the customers account. Thank you!

• Initial Complaint

  Date:08/26/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Len the Plumber on Monday August 19th because my hot water was not working. They sent a plumber the next morning. He was half an hour late past the 3 hour window he was supposed to arrive at. He was there for multiple hours and charged me $600 for 2 diagnostics instead of 1 because it took him so long to figure out what was wrong with the water heater. He determined I needed a new part. He said he would be available on Wednesday or Thursday to come back when the part arrived to install it. The part came on Thursday morning. I called and they told me he was not working on Thursday (he told me he was) so he would have to come Friday. They also told me I would get a credit for the installation since I already paid $600 for just the diagnostic portion. On Friday, the plumber never showed up. I called when the window was up and they said they would send someone first thing in the morning (8am). On Saturday August 24th I still have no hot water and the plumber did not show up. I called again around 9:30am and they said they would schedule me for 11am-2pm on the same day. Once again, the plumber never showed up. I called again and they said he was not working on Sunday so they could schedule him for Monday and I would get a $60 credit for the installation for the inconvenience. I asked if this would be on top of the credit I was already told I would be receiving and they told me I would have to discuss it with the plumber when he came. On Sunday, I get a notification that the plumber was on his way to my house. I called them and told them that my appointment was Monday because they told me he was unavailable Sunday. They said for some reason I was scheduled for both Sunday and Monday. They told me the plumber would come on our original appointment Monday August 26th between 11am and 2pm. It is 1:45pm now and I have not heard anything. I have not had hot water for over a week and I have paid them $600. This is getting ridiculous.

  

  Business Response

  Date: 08/29/2024

  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!

  Customer Answer

  Date: 08/30/2024

  
  
  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:08/26/2024

  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.

  Was told my 3yr old garbage disposal was bad. Had it replaced and the new one didn't work. He said I needed an electrician. Called the manager told him I didn't need a new disposal if it's a electrical problem. He offered $150 and would send another technician to get the new disposal running. The second technician said the same thing. It's a electric issue. I bought a new wall switch and replaced it. It now works.
  Basically I was sold a new garage disposal that I never needed.

  

  Business Response

  Date: 08/26/2024

  Mr. ******, Thank you for making us aware of your experience. We do apologize for our technicians misdiagnosis and any inconvenience this has caused you. After a quick review of your claim we are in agreement. A full refund is being processed on your behalf. Bear with us, refunds can take up to 7-10 business days to reach your account. Thank you.

• Initial Complaint

  Date:08/23/2024

  Type:Product 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.

  Withdrew request for work from Len the Plumber on 08/13. I canceled the work the same day to ensure I was within 3 days of a contract termination but the company has not refunded my money (over $1,900).
  
  Company said give it a week and it has been more than that time (08/23) the date of this submission.

  

  Business Response

  Date: 08/23/2024

  Mr. ******, Thank you for taking our call to
  discuss your concerns. We are pleased to know we were able to come to a
  resolution for you. Your feedback is invaluable, and we appreciate your
  patience. 

  Customer Answer

  Date: 08/23/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of receiving a full refund I requested within 7 business days is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/20/2024

  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 Friday 8/16/24 I called the business about barn hydrant handle not operating. My complaint is a series of additional fees then discounts then additional fees, all verbal because the tablet wasn’t properly charged up but then charged up enough for me to authorize the work. No receipt to me, to text message. or email as is customary. The usual visit charge of $49 went to a $380 diagnostic service. Obviously a hydrant is not working mechanically but after digging around hydrant there was a $600 digging charge. Then estimate was fluid based on temporary fix instead of digging charge and included a recommended up date of water valve in house and ordering/installing matching hydrant on Monday 8/19/24. Applying discounts the verbal estimate was presented to me, standing next to the hole in my barn, at under $3000. I OK’d by signature without a visible statement of cost. They replaced the in house valve and then asked for payment. I chose to pay half at the time. The plumber took my card, processed it, afterwards saying I was charged $2500. Half of total charge for $5000.!!!! I was shocked but chose not to argue with the agent by myself. The valve in my basement burst shortly thereafter and flooded my basement. I called same contact immediately and scheduled someone to be Saturday 8/17/24. They would call on their way. Today, Saturday 8/17/24 I received no confirmation and on follow up learned that my call had been lost in system. I am a senior who realizes that service fees are escalating but I feel like I was exploited, pressured, mislead about charges and have no receipts for quotes and charges due to putative tablet technology/charging failures. As of this morning, 8/17/24, I have no statement or receipt text messaged or emailed as is customary.

  

  Business Response

  Date: 08/21/2024

  It would appear that this case was opened within hours of outreach by the Branch to resolve the customers issues. We believe that this case has been resolved to the customers satisfaction. Following is a detailed account of this case from our Branch Manager:

  "The
  Job ********* was partially completed on 8/16/2024 by R***. There was a
  yard hydrant a part that needed to be ordered in order to complete the job and
  was due to be in stock by 8/19/2024. After leaving the job on 8/16/2024 the
  repair that was completed by R*** failed and since it was a live water
  line caused damage inside the customers home to personal belongings. As
  mentioned by the customer the tablet issues at the time of service. The Horsham
  location has been experiencing issues with service to the tablets as reported
  to the It department in the last week.  
  The
  customer called in to a Customer Service Representative on 8/16/2024 reporting
  the failure of the repair and requested a technician be sent the next morning.
  A technician, Gualberto, was sent back to the customers house on 8/17/2024
  and made all necessary repairs to the water line that failed and leaked. The
  technician was in contact with me, the Branch Manager of our Horsham
  location through the time of being at the customers property to ensure the
  customers needs were taken care of. A restoration company was called while Gualberto was at the property and requested to schedule an
  appointment to go out and access any damages and clean the area. As per the
  restoration company, a dryer and dehumidifier were installed to dry the area
  out. There was no damage to the customers home that needed to be assessed,
  other then personal property damage to rugs and paintings that were in this
  area. While the Gualberto was at the home and completing the failed repair, he
  was instructed, by me, to go over all concerns with the customer
  to ensure everything was completed to her satisfaction. This also included
  having a discussion with the customer about the amount she was charged for the
  work. The customer agreed that the cost of the work should be a total of
  $3,211.00. The employee was given the approval to adjust the price to what was
  agreed upon with the customer to ensure her satisfaction.
  While we document that we would
  take responsibility of cleaning the rugs/carpets by a professional cleaning
  service that specializes in rugs (please see attached invoice with that
  information), when speaking with the customer she stated that she would handle cleaning the rugs herself. I will continue to stay in contact with the customer to ensure her satisfaction."

  Customer Answer

  Date: 08/26/2024

  
  
  Complaint: 22156903
  
  
  
  I am rejecting this response because:  Though "Len The Plumber's" problem shooter, Mr. P****, finished the project nicely he adjusted the fee to what it "should actually have been."  There was no consideration for the malign treatment that occured.  I was overcharged nearly $1500.  Rolled and stored wool hand made collectable rugs were damaged. (****** ****** **** **** **** 11 X 8, 4 X 6 and 2 X 6 approximately).  I was told that R***'s tablet was was working, charged and had power.  After being told the "actual fee" I informed Mr. P**** that it was too high for the work involved. He counter argued, politely, calling the repair fee based on an "extensive work" category.  Digging out a barn hydrant through prepared substrate is not the same as digging out the sewer connection to a home. I think that is a reach. I think they should address this upward pricing scale in general. That is a sincere and separate complaint. Regardless of a bad situation I am overcharged. Lastly, the restoration and cleaning of rugs has not been finalized and compensated.  Until then this issue remains open.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 08/29/2024

  We are sorry to hear that this customer did not find the work completed was worthy of the cost. However, the cost was built using our price book and was approved by the customer prior to services rendered. Regarding the carpets, we received an invoice from the customer for the carpet cleaning on 8/28/24 and we paid the invoice for
  the total of $772.55 on 8/29/2024. Thank you.

  Customer Answer

  Date: 09/04/2024

  I have not yet received my rugs to inspect them and know that there is no permanent damage.   I will add clarification as to why I am not satisfied.  It seems pertinent to the person who is communicating for Len the Plumber that I "consented to the fee". I never did so. I paid their revised invoice.  I pay my bills.  Complaints that the fee was too high were expressed to Mr. R*** and to Mr. P****.  To clarify:  A coercive fee schedule deters customers from getting multiple quotes because the steps lead you down a path of charges just to get a repair estimate.  For any circumstance there is a $49 call charge and estimate fee which is charged even if you reject the estimate.  Fair enough.  On a Friday afternoon I got charged the $49 to walk in and diagnose that I needed to pay another $600 to diagnose that I needed to replace the hydrant and a line valve for greater than $3,000. By that time the barn floor was dug up and the work couldn't be completed until after the weekend.  However, I was told, the $600 "digging diagnosis" could be turned over to a temporary repair until Monday. When I asked Mr. R*** for the TOTAL estimate I was quoted about $3,000+. I understood that to be the full complete charge and told Mr. R*** I thought it was high but I felt stuck because the situation was at a point where I could not easily or affordably bring in other plumbers to quote the job. As I reported in my initial complaint, I was shocked, when after making a partial payment by credit card I was told the fee was $5,000. Mr. P**** worked hard and diplomatically to amend the harm.  And here is where we get back to the fee structure and final fee being too high. In my case, the diagnostic fees to get an estimate, were not absorbed into the final cost.  OK.  Those errant charges were removed.  When I said the fee was still too high, I was also told by Mr. P****  that ~$3,000 was the standard fee range for the level of problem I presented. I again said to Mr. P**** that the process kept me from getting several quotes and I have no idea what the fee should be.  I would have preferred to pay $49 for the plumber to say, "This repair will be ~$3000 based on required digging and type of problem".  I could have said thank you and got other quotes. Then I would be informed. Mr. P**** asked me what I thought the fee should be and, again, I told him that I don't know.  I would have liked several quotes to find that out.  That I think the fee is too high."  I could have suggested a lowered fee to make up for the time and work spent to put my basement and possessions and life back in order, and maybe be happier for a discounted charge.  But my complaints about the fees and how consumers are lead to the estimate actually need to be addressed.