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
- 164 total complaints in the last 3 years.
- 71 complaints closed in the last 12 months.
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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:08/07/2024
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 June 3, I had Len the Plumber come for a service. While I was paying the bill, the plumber sold me on a "service agreement" and told me it was $16.59 for the whole year. I was charged another $16.59 about a month later, and then learned that it was not $16.59 for the year, but per month. So they lied about price. I decided to keep the service because I still wanted it. I had scheduled appointments that fell under the service agreement, on both July 15 and August 6. Both times, I received confirmations that I had an appointment, both times I called well into the service window to ask about ETA. They ensured me that they would be there that day and that I should expect a phone call prior to arrival, and on both occasions, upon calling 1-3 hours after the end of the appointment window to see where they were, they claimed "I'm not sure how we missed your appointment, but we won't be able to make it." I have to take off work to be at home for these appointments, so its actually costing me WAY more money to have this useless service agreement than it is to just order the service from a more reputable company. Requesting that minimum they refund me what they've already charged and cancel the agreement entirely.
Business Response
Date: 08/08/2024
We apologize for any inconvenience Ms. ****** endured. We do our best to service our customers quickly but there are period where the need for service overshadows the number of Technicians on call; especially during extreme weather conditions. Per the customer's
request, we have canceled her Service Plan agreement, cancelled all upcoming appointments associated with the Service Agreement. Ms. ****** will no longer be
charged the monthly service plan fee.Customer Answer
Date: 08/09/2024
Complaint: ********
I am rejecting this response because: Thank you for cancelling the agreement and appointments, but I also want to ensure that the 2 payments I’ve already made for the service agreement will be refunded. I’ve already disputed the charges with my credit card company but want confirmation that the dispute will be resolved on Len the Plumber’s end.
Sincerely,
****** ******Initial Complaint
Date:08/05/2024
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.
Paid $5,246.59 for plumbing work 3/18/24. Price included savings of $935 since I signed up for pre-paid maintenance agreement for which I pay $16.59/mth. I scheduled ac maintenance, as they requested as part of plan, on may 6. First available appointment was July 8th. I wasn’t having ac issues at the time. Our ac stopped working July 4 th in excruciating heat. We left several messages over the holiday weekend to see if they could come earlier than the 8 th. I got a vm on July 7 th that our appointment was canceled as they were too busy. No one ever responded to our messages. I spoke to someone on July 7 th who was not helpful but said he would have someone call me asap. No one has ever called me in response to our cry for service. Their advertising says they are available 24/7 which is not true. I emailed jasmine(customer service rep) with request to cancel my service plan as they are not holding up their end. She never responded so I called on July 19 and she referred me to another email address as she could not help me. I emailed service plans. They finally responded July 29th explaining that I would have to pay $852.05 to cancel my plan. I don’t think I should pay for a plan when they are not providing service when needed. No one has apologized or even called to hear my complaint. I have never had such terrible customer service in my 72 years!Business Response
Date: 08/05/2024
Ms. *****, We do apologize for any inconvenience you have experienced. While we strive for 24/7 service extreme weather conditions and holidays do pose an issue regarding technician availability. We have cancelled your Service Plan agreement. You will no longer be charged the monthly fee and you will not receive a bill back for your original savings. We wish you all the best of luck with our future plumbing and hvac needs. Best Regards, Len The Plumber
Initial Complaint
Date:08/01/2024
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.
We called Len the Plumber Heating and Air to our home on June 12th, 2024 to address an HVAC that appeared to have stopped working. A technician, Chris R*****, came out to take a look. My husband had done some research and told the technician that he thought it was a clogged drain (which could be fixed same day). The technician told us it absolutely was not a clogged drain, but rather a leak and we would need to do a leak search that we would have to schedule for a different day, and it would be time consuming to locate the leak but not an emergency. We spoke to the manager about rates. He told us he had no time for us on the current schedule given emergencies and that they would call when they have availability. No one ever called us.
Since we no longer lived at the property, weeks later , our downstairs neighbors contacted us and told us that water was dripping down from our house through their ceiling and walls and into their bedroom. We immediately had them go use the circuit breaker to shut off the AC. Water was everywhere under the HVAC and had indeed dripped down to their apartment.
We called Len the Plumber on an emergency basis to have the leak fixed. They finally got someone out 2 days later on July 2, 2024, Glenn V*****. Turns out - it was a clogged drain, like my husband said it was, and it took them 20 mins to fix. Had this been diagnosed correctly from the beginning and fixed accordingly, we would have never had the leak. Since then, the AC has been working fine.
I spoke to the manager Yahir R****** on July 3, 2024. He said he would get us "taken care of". He asked for pictures and evidence and I sent him everything. He has not responded to a single email (I have now emailed 6 times). After I posted negative reviews on **** and ******, he finally called me around July 23rd and asked for the invoice for the issue to escalate. I sent it to him on July 25. I emailed him against July 31. I have not heard back from him.Business Response
Date: 08/06/2024
Good
afternoon, A member of our team followed up with the customer on Friday August 2nd to apologize for the delays. Upon investigation, this was a misdiagnosis by the Technician, we will accept responsibility for the repairs. During the conversation, the customer was informed that we received the invoices for the drywall repair, and that we will submit
a report to our claims department. The customer understood our process and why
the claim needed to be reported. The KPA Flex report was submitted on Friday
August 2nd. Thank you.Customer Answer
Date: 08/11/2024
Hello,
Even though Len the Plumber has reached out to BBB I have not heard anything from them since over a week ago when the manager I had been working with said he is sending my issue to claims. He told me that someone should reach out to me on Monday or Tuesday of last week. No one from their claims department has reached out to me via phone, email or otherwise. No one has provided their contact information, and no one has given me any update on the claim.
Best,
****Business Response
Date: 08/15/2024
We apologize for any miscommunication. It is my understanding that a Member of Management reached out to Ms. ****** earlier this week and a resolution was agreed upon. Please note that refunds can take 7-10 business days to reach the customers account. Thank you.Initial Complaint
Date:07/30/2024
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 4June i had a service with Len the Plumber for a shower leak. The technicians spent approximtely 15 min diagnosing the problem and advised to re-grout the shower. My husband and i informed them that we re-grouted recently, after we first noted the leak, and it did not help. The technicians advised to "regrout properly" this time and left to wait in their van in driveway for another approximately 45 min (presumably until their next appointment).
We re-grouted again as advised, however it did not fix the leak.
We called another plumber who correctly identified the problem as a liner issue (charge for that service was $150 vs. $396 that Len charged). The liner was replaced and there is no more leak.
I contacted Len the Plumber to ask for a partial refund, given the dianostics was not done properly.
I provided the video of the defective liner, which was visible for inspection but was not detected by Len's technicians at the time of their visit. I was not successful to get attention of Len the Plumber's coustomer service representative.Business Response
Date: 07/31/2024
Our Branch Manager spoke with Ms. ***** and has reached a mutually acceptable agreement. We would ask the customer to note that refunds can take 7-10 days to reach their account. Thank you!Customer Answer
Date: 08/04/2024
I want to thank BBB for prompt assistance in this matter. I did receive a voicemail from the business stating they will refund me. I am accepting their response in good faith, and in anticipation of receiving a refund soon.
thank you!
Customer Answer
Date: 08/04/2024
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.
Sincerely,
******* *****Initial Complaint
Date:07/24/2024
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.
7/10/2024 - called Len the Plumber in morning and they arrived several hours later
service call to replace a moen cartridge (existing trim was reused) of shower faucet. Total time was 45 minutes. The replacement part cost $25.00. The charge for 45 minutes job was $725.00!
Per my husband who was present, this amount was not quoted to him prior to job. Calls were made to the company to question this charge with NO response/follow-up on part of Len the Plumber on the following dates:
7/12; 7/15; 7/19; 7/24 on hold for 22 minutes and I hung up; 2nd call on 7/24- on hold for 5minutes57 seconds and the call was disconnected. On this last call I stated before being placed on hold that I would file a complaint with BBB-if I did not receive a response from the company.
I believe that this is an unreasonable charge for a fairly easy job. I have been told that a manager would be in touch with me on at least 3of these calls. I have never had a return call from the company..Business Response
Date: 07/25/2024
A mutually respective resolution has been reached with Ms.**********. We believe this case to be resolved. Thank you.Initial Complaint
Date:07/24/2024
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.
Lynn, the plumber technician arrive to my home on June 25, 2024 and allegedly was informed to fix a plumbing problem in my bathroom that was leaking causing my ceiling in my dining room to damaged. Technician informed me that he fix the problem and charge me without my approval of $2216.00 for 1 hour and the issue manifest today. I have made every attempt to have them back out to my home and they are requesting additional funds of 1200 dollars. I am 80 years old and have a fixed income with no additional financial resources. I was able to get my ceiling repaired after the plumber created a large whole in my dining room ceiling last week. However, i noticed after my repairs for my ceiling, that the leak was not resolved. I have a wet spot back on my newly remodeled ceiling as of today. I have reached out to this company and have yet to receive a call from the supervisor to assist a plan to correct this problem. I am requesting a full refund. I have made a compliant with this company on numerous times to receive a response from the management team. They did not leave documentation of work performed. I have a statement from my **** ** ******* credit card.Business Response
Date: 07/25/2024
A resolution has been reached and we are considering this case as closed.Customer Answer
Date: 07/29/2024
Complaint: ********
I am rejecting this response because: I HAVE NOT RECEIVED MY REFUND OR ANY DOCUMENTATION TO THAT EFFECT.
Sincerely,
****** *****Business Response
Date: 07/29/2024
Refunded funds generally take between 7-10 business days to appear within a customers account. Thank you for your patience.Customer Answer
Date: 07/29/2024
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:07/23/2024
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.
Sent: Wednesday, May 29, 2024 2:50 PM
To: ************@lentheplumber.com <************@lentheplumber.com>
Subject: Termination of the contract
I want to terminate my contract immediately. I have had a horrible experience today. My air conditioning inspection was scheduled for 8-12 today. I called 11 times today to find out that there were delays, to find out that the technician who called and said he would be here in an hour and a half (over an hour ago), was diverted to another job (!) and now someone else is supposed to come. It is 2:44 and I still do not know who is coming and when that person is coming. Your business does not provide a service, rather it offers an exasperating experience.
Therefore, please terminate my contract immediately and please send an email with confirmation that my contract has ended.
IF I do not receive confirmation within 24 hours, I will contact ******** ******* and ask them to intercede on my behalf. I have now (July 22, 2024) asked ******** ******* to deal with this issue, but I want better business to know that over the past four months I continue to deal with these issues!! Further I am asking now for compensation for the job done by Len the Plumber on April 9 when I was charged $800 to splice together a plastic hose line and now my plumber has come to replace the total line with a copper line as the plastic line is not up to standard!!!
This is my second complaint to BBB on this matter.Business Response
Date: 07/23/2024
As of now 2 actions have been taken:
1) Ms. ******'s Service Plan has been cancelled without refund or penalty for early termination of the 12-month agreement; penalty meaning the bill back of original savings. No further charges will be made toward this Service Plan agreement.
2) A formal request for investigation of services rendered to Ms. ****** in April has been issued internally. If not already, she should expect to be contacted by a member of our Branch Management Team to discuss her case and resolve any remaining conflicts within the next 24-48 hours.
More to come once this matter has been resolved with Ms. ******.
Thank you!
Customer Answer
Date: 07/25/2024
Complaint: ********
I am rejecting this response because: I was supposed to have received cancellation on May 29th, 2024 and therefore the monthly payments from my ** ** card should not have happened. Therefore Len the Plumber should refund these charges of the past two months to my card.I do not understand the statement regarding the larger payment of $800 for services that are substandard. According to my plumber at ***** *******, splicing together a defective plastic hose is substandard. Replacement with a copper hose which was done last saturday is the acceptable solution.
Sincerely,
******* ******Business Response
Date: 07/26/2024
Unsuccessful attempts have been made by Management at the Branch to reach Ms. ****** and discuss her claims.
The work completed in April was done properly and was up to
standard. Our records show no complaints with regard to that
work until now. It is our belief that a technician from another company led her
to believe that their way would be better than ours and she believed them. She
allowed them to redo the work we did and is now requesting her money back. While we dislike that this happened to her this situation is at no fault of our own.Initial Complaint
Date:07/22/2024
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 or about July 19, 2024, I hired Len the Plumber, located at 207 Witmer Road, Horsham Pennsylvania (hereinafter, “Your Company,” “You” or “Len the Plumber”). My express reason for hiring your company was that I have a leak coming from my bathtub. Your technician advised that recaulking my tub, at a cost of $360, would rectify the problem. I was charged $360 for “locat[ing the] leak” and “diagnos[ing] the leak source.” This is memorialized in your Invoice #*********. Despite your technician’s assurances, caulking my bathtub for $360 did not resolve the problem and my bathtub continues to leak onto my subfloor and into my basement.
Thus, demand is made that you refund me $360 forthwith.
Pennsylvania’s Unfair Trade Practices and Consumer Protection Law prohibits “(iv) Using deceptive representations or designations … in connection with goods or services,” “(v) Representing that goods or services have … characteristics, … uses [or] benefits … that they do not have” and “(xv) Knowingly misrepresenting that services, replacements or repairs are needed if they are not needed.”
Here, your company used deceptive representations in connection with the services provided when you advised me that caulking my bathtub for $360 would resolve the leak issue in my bathroom, which it did not do. Your company was further deceptive when it stated that it would “locate the leak” and “diagnose the leak source” but failed to do so, as is evidenced by the fact that the bathtub continues to leak. Your company represented that the service of caulking my bathtub for $360 would have the benefit of stopping a leak, which it did not have. Lastly, I believe, and intend to prove in Court, that your company knowingly misrepresented that the said services were needed to stop the leak, but they were not needed.Business Response
Date: 07/23/2024
Out reach to Mr. ********* began Monday morning after receiving the same complaint via fax and email. A refund of the requested amount has been honored. It generally takes 7-10 Business days for customers to receive refunds. Thank you.Customer Answer
Date: 07/24/2024
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:07/12/2024
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.
Due to a leak caused by a toilet, lem the plumber was contacted. Wes J******, the plumber came and sajd it was due to a faulty toilet which needed to be replaced. Price was $821 to complete.
He also stated we may want to consider also changing the whole piping system and the water tank. That would be an added $3300.
As the issue was with the leaking toilet we asked that the toilet issue only be handled. He replaced and installed a new toilet. Nothing more. Bill was to be $821. I asked for a receipt which he was to email me..
Not only has a receipt not be sent but worse i checked my bank and discovered he charged me for $4127 which would have been forr the other work which wasnt done.Business Response
Date: 07/12/2024
Thank you for reaching out to us. Unfortunately, we've been unable to locate a job order using your name, phone number and/or email address. Please share the job number or street location where services were provided so that we can investigate your claims. Thank you!Customer Answer
Date: 07/12/2024
Complaint: ********I am rejecting the reponse below because:
This is truly a fraud. My husband and i have reached out several times to your company on this. Mitch Lomax who is the manager stated he had the record. He has our address and phone number.Address is **** ********* ** *** Washington DC 20015. The plumber who came was Wes J******.
Stating you have no record ia clearly an added proof of the fraud.
Sincerely,
******* *******Business Response
Date: 07/15/2024
We have
contacted this customer, apologized for the error in billing, and issued a
refund for the incorrect overcharge. Thank you.Customer Answer
Date: 07/16/2024
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. But i would like to note that i reached out many times and was ignored and no they did not apologize and only did a when i also shared the information with the CEO. They then apologized and refund issued.
Sincerely,
******* *******Initial Complaint
Date:07/11/2024
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 June 15, a technician came to repair an AC unit that was cooling completely fine but that had a leak. The technician proposed $1900 in repairs, including the thermostats, wiring, and adding a hard start. I was assured repeatedly this would fix the problem. The repairs were completed and the technician turned the AC back on.... Only for us to find a few days later that nothing had changed and it was still leaking exactly the same.
They sent out a new technician who diagnosed the problem completely differently. I spoke to a manager on June 18 who reviewed the case and agreed that the repairs performed were unnecessary and that my payment of 1736.59 (I had been given a 'discount' for signing up for their service plan) would be refunded within 10 days. I still have not received a refund.
I tried to follow up directly with the company and was told someone would call me back to discuss when I would receive the refund. I still have not received a call back.Business Response
Date: 07/11/2024
****, 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. We do apologize for any and all inconvenience you have
encountered with our company.
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