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.
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:07/08/2024
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.
A technician, Mr. Davin D****, came to my home on Oct. 2, 2023 to inspect my multiple split air units and afterwards to give me an estimate to repair and maintain each unit. The estimate #********* is no longer available electronically. After the inspection I was given an agreement to sign (supposedly) to cover the additional 5 split air units under my husband and my account. Apparently I signed a membership to which there are no benefits to us being we are not a customer of Len the Plumbers. The amount of $21.59 has been debited from my checking account in the amount of $21.59 on the 16th of every month since November 16, 2023. I am
requesting that my debit account be credited in the amount of $172.72. When I called Len the Plumber’s customer service line I was transferred to a rep. who explained to me the next step. As requested, I sent an e-mail on March 11, 2024. I today I called my back and plan to go to my branch to file a complaint. I also called Len the Plumber’s customer service line. The young man could not give me the corporate office’s complaint line or the membership dept. The customer service person would not give me his name nor would he give me another supervisor’s. He did leave a msg. for another supervisor, whose name I didn’t write down, who has plans to call me within 48 hours.
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. Your feedback is invaluable, and we appreciate your
patience.Initial Complaint
Date:06/13/2024
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.
We get water for our home based on a well system. On May 15, 2024, Len the Plumber Heating and Air was contacted and performed an evaluation of our water pump system which had ceased to operate, meaning, we had no water. The initial evaluation cost $239.00. The service technician determined that either the 20yr old water pump would need repair or replacement, the next morning (May 16th) we opted for replacement and returned the signed invoice (#426309998) and paid the down payment ($1,307) for the job which was immediately extracted from my credit card. The service technician arrived on May 16 unable to start working on the job because another service contractor (well drill) was needed to assist and be contacted by us. The service technician did not appear to have the proper equipment, used his cell phone light to peer down a 150 ft deep well??? We lost confidence in this company's ability to handle to work as assessed, therefore we asked them not to continue and leave. That same day, we requested a refund of the deposit $1,307 for a job not completed, and were instructed that a refund was approved by the team manager Mike V***** (sp) and it would take ~10-14 business days to process, After 14 business days (June 5th), I contacted Len the Plumber to get a status, approval of refund was again assured and I was transferred to the processing department. Ms. Queen, of that department stated that she had just received the approval for the refund yesterday (June 4th) and that it would take another ~10-14 (or less) business days to be reconciled (June 25th). Today, June 11th, I contacted Len the Plumber for a status update, Ms Queen was busy on another call and to my surprise, I was rudely disconnected after asking for assistance from some else who's available. I'm unable to understand and extremely upset that it takes 1-2 minutes to receive a payment and nearly a month to get this reconciled. I'm very disappointed in how this company has handled this matter.Business Response
Date: 06/13/2024
We do sincerely apologize for the delay of this refund. I’ve
spoken to our accounting department, and they did receive the refund paperwork
on 6/4. Unfortunately, we
cannot control how long it takes for the banks to receive/transfer funds.Customer Answer
Date: 06/14/2024
Complaint: ********
I am rejecting this response because this company was clearly aware on May 16th that the work was not performed and acknowledged that a refund was due to me. Even with the company's processing time, given today's speed of electronic transactions, it should not take this long to reconcile this issue.
Sincerely,
****** *****Customer Answer
Date: 06/15/2024
This is an update to yesterday's rejection of the company's reply. I am acknowledging receipt of the amount owed to me. I am now satisfied.Customer Answer
Date: 06/17/2024
Payment has been received. This matter has been resolved to my satisfaction.
Regards,
****** *****
Initial Complaint
Date:06/13/2024
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 got my main sewer line replaced by Len the plumber. Then replaced the sewer line but ripped half my floor up removed drywall and broke my vanity. I have tried to call them several times but no-one I mean no-one has called me back. Im looking for them to fix my bathroom and floor they had no promission to tear apart my basement.Business Response
Date: 06/18/2024
First and foremost our company does not offer, or engage in, Restoration services. While we refer other
companies for services we do not offer, we do not enter into any agreements for
these type of service, nor do we oversee 3rd party companies
a customer may have contracted with. In this case, we were contracted for a sewer
replacement (see invoice attached) which we did to the customers satisfaction. The sewer excavation was completed externally. The only service we performed within this home were 2 drain cleanings and camera inspections. None of the work that we performed internally would have caused destruction to this customers bathroom.Attached you will find the invoice for work performed. It is my understanding that this was originally an emergency job that was agreed upon over the phone when the customer supplied his credit card for the full payment. To our knowledge the attached signatures belong to either the customer or his tenant.
Customer Answer
Date: 06/19/2024
Complaint: ********
I am rejecting this response because: When LTP has a job that doesn't go right they hire a restoration company and the restoration company bills LTP according to there Salesman that sold me the job. I also contacted that restoration company(the one they say they use exclusively) they told me they use several different companies. They came to my house in late Jan to fix a clogged pipe that backed up because they didn't clear the line totally. That same day I got a call from my tenant saying they were putting fans in my basement. They tried to get me to pay but I said it was under warranty from LTP and he left. I was asked by my tenant when the guys where going to come back to finish the bathroom. I told her to sent me pictures she waited a while then sent them to me in late May that is when I contacted LTP to fix the problem. I was contact by the salesman and was emailed by there vp of sewer sales. LTP doesn't even have the courtesy to call and have a conversation with me. They can assume what happened but no-one from there management team was there to witness anything. I am 100% confident that they hired these people to do this to my bathroom. They should be responsible to fix it.
Sincerely,
**** ******Business Response
Date: 06/24/2024
As previously stated, Len The Plumber does not contract, or oversee, restoration companies. We do not engage in restoration services. The extent of our involvement is to refer the customer to our recommended restoration company.Initial Complaint
Date:06/10/2024
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 11/17/2023, I had my first scheduled appointment for heating service. The total cost was $1,522.59 which included the monthly maintenance agreement. I agreed to the maintenance agreement because the tech informed me that I would receive discounts on equipment and priority service.
The heating problem resurfaced a week later. I called LTP on the weekend of 11/24 to report the issue and was scheduled to have a tech return on 11/27. The same tech returned to service the unit at an additional cost of $652.00.
05/16/2024 was my scheduled A/C tune up. My unit was blowing air, but it was not cool. The tech explained that there was some disconnect between the outdoor unit and the main unit and that I needed two parts replaced to get the AC running properly. The total cost was $844.00.
06/08/2024, the same cooling issue resurfaced. I called LTP and spoke with a rep who told me a tech would be out either that day or the next. I did not receive a call from LTP either day.
At this point, I have spent a total of $3,018.59 on subpar service from LTP and I do not have confidence in LTP. I do not have a working unit, and now have another contractor scheduled to reevaluate my system and fix what was not fixed.
I have worked with other similar companies that provide a suite of services and never spent this much money, time, and worry about the quality of the service I received. Moreover, the maintenance agreement does not accomplish anything for the homeowner. I have not been treated as a priority customer at all.
Ultimately, when I sign off on work, I expect quality products (definitely did not receive quality products), quality service, and dependability. I have not received this from LTP and I feel like I have been swindled and that something fraudulent is going on here.
I want my money back and I want out of the maintenance agreement.Business Response
Date: 06/14/2024
We do apologize for any and all inconvenience this customer encountered with our company. We have come to a mutually acceptable resolution and hope to be of service to Mr. ******* in the future. Thank you.Customer Answer
Date: 06/18/2024
Complaint: ********
I am rejecting this response because: I am unaware of any "mutually accepted resolution" reached by Len The Plumber, Inc. I would like the company to provide me with this information in writing to review.
Sincerely,
****** *******Business Response
Date: 06/20/2024
We do apologize for any and all inconvenience this customer encountered with our company. We have connected with Mr. ******* and have come to a mutually acceptable resolution. We hope to be of service to Mr. ******* in the future. Thank you.Customer Answer
Date: 06/21/2024
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.I spoke with the Branch Manager who agreed to process the refund as requested.
Sincerely,
****** *******Initial Complaint
Date:06/05/2024
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.
I recently engaged Len Tech for a plumbing issue, kitchen sink leaking into the basement. Unfortunately, after an initial evaluation, they referred me to another company to remove a kitchen cabinet obstructing access to the pipe. However, the second company declined the work as they are a restoration company not a cabinet/handyman shop; they said they could do the work for $600 but there was no warranty they will get to the pipe.
The incompetence of Len the Plumber has resulted in loosing two days of work, the Len Tech has already taken a $320 deposit and the local manager is not returning my calls/text messages.Business Response
Date: 06/12/2024
It is my understanding that a member of our team spoke with Mr. ***** on 6/6 and resolved his concerns. Feedback from Mr. ***** received on another review platform states the following, "German M. did an amazing job.....I will be editing/deleting the reviews to include
praises for a job well done". We believe this case to be resolved. Thank you!Customer Answer
Date: 06/13/2024
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:06/04/2024
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.
We hired Len (“LTP”) to install a hot water heater. LTP’s unit never worked. LTP will not refund us.
Before we hired them, LTP confirmed a) gas pressure was ok and b) existing venting could be used. LTP’s unit failed because both a) and b) were untrue. LTP admitted their mistake on gas pressure. The gas company upgraded our gas, and the unit still failed. After a winter month without hot water, a new plumber confirmed the venting was wrong. LTP gave a partial refund but charged $2565 for “time and labor.” Then LTP promised a “full[] refund” on May 3. No refund issued.
1. 1/5 LTP proposed new gas tankless water heater. We (homeowners) both brought up low gas pressure. LTP promised gas was sufficient. We both asked about venting. LTP said they could use existing vent. We agreed to hire LTP and paid $4500 deposit.
2. 1/6 LTP installed unit. No hot water. LTP said problem was low gas. Technician admitted to supervisor we asked about gas and he make a mistake. LTP supervisor promised to handle upgrading our gas pressure with gas company.
3. We refused to pay more until unit worked. LTP supervisor threatened us unit would be uninstalled, LTP would keep our money. We paid additional $2066.
4. LTP failed to work with gas company. We worked with gas company. Meter upgraded to highest gas pressure available. LTP unit still failed.
5. New company Master Plumber confirmed venting was wrong. LTP unit required concentric vent (as stated by sticker on unit, manual, looking at hookup). We contracted with new plumber for uninstall of LTP unit, new unit with proper venting and gas.
6. We filed chargeback. Credit card required LTP contract. LTP refused to provide. Chargeback failed.
7. We repeatedly called and emailed LTP. LTP eventually agreed to partial $4000 refund We objected. 5/3 LTP promised full refund. No refund; LTP no longer replies to our emails.
We request a refund of the remaining $2566.Business Response
Date: 06/10/2024
It is my understanding that efforts were made to resolve this issue to no avail. Our Branch Manager has informed me that they will pick up
the unit we installed, that was removed by the second company and then prepare
the final refund.Customer Answer
Date: 06/11/2024
Complaint: ********
I am rejecting this response because:
The Len the Plumber DC Territories Manager, Mitch, has already said he would provide a full refund. We have offered repeatedly to have someone come pick up the unit--which has been sitting in the living room of our small row house for SIX months. It has gone unclaimed, and no one has reached out to us to arrange pickup in all that time. We have called and emailed so many times, and have gotten no response in over a month. See attached emails. The proposed response is a step backwards. We have given ample opportunity to come retrieve the unit, and we will still agree to reasonable terms for Len to retrieve the unit if desired, but we request a full refund as promised and as due after the dozens of hours we have wasted with this business just trying to get our money back after THEIR mistakes.
Sincerely,
****** ***Business Response
Date: 06/12/2024
A refund for the remainder of the invoice was sent to our Accounting department. And, I have been informed that a technician will be sent out early next week to pick up the unit. Thank you.Customer Answer
Date: 06/17/2024
Complaint: ********
I am rejecting this response because:As noted in our previous communications, Len the Plumber has already promised a refund is being processed, and we have never seen any indication that a refund has been issued. There is no refund on our credit card as of COB Monday June 17th, 5 days after receiving their response through the BBB stating a refund is in process. This is the second time a full refund has been promised, but not been completed. As per the DC Territories Manager's email on May 3rd - "I have initiated the process of you being fully refunded and I should be able to send confirmation on Tuesday [May 7th]."
Further, we have not received communications from Len the Plumber arranging for a technician to pick up the hot water unit - as they also said they would do in their response on June 13th. It is still sitting in the living room of our 900-square-foot house and has metal parts sticking out that could be dangerous to our children.
Sincerely,
****** ***Business Response
Date: 06/21/2024
We apologize for the inconvenience you've experienced. We
attempted to pick up the unit on June 17th but missed you at home. As stated,
the refund has been processed by our accounting department. Please contact our
office at your earliest convenience so our manager can discuss arranging
another pickup and addressing your concerns.Customer Answer
Date: 06/24/2024
Better Business Bureau:
Although it has taken longer than expected, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The refund has finally been processed and the unit was picked up.
Sincerely,
****** ***Initial Complaint
Date:06/03/2024
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.
Incident date 05/10/2024 Done Right Today provided a service and they noticed that the pipe not attached to my gas water heater their protocal is to disconnect or fixed before leaving my residence. They fixed the pipe stating that it was attached correctly I didn't notice how long the pipe was disconnected. I've made numerous calls to Len The Plummer was told that my concerns was escalated and that I'd receive a phone call to resolve this matter. As of today no one from Len The Plummer has called me to discuss or make the matter right so this is the reason for me filing this complaint.Business Response
Date: 06/07/2024
We have spoken to Ms. ***** and came to a resolution that satisfies both parties. Thank you.Initial Complaint
Date:05/29/2024
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 Saturday May 18th a technician with Len the Plumber completely destroyed the home I rent due to what I can only assume is minimal plumbing knowledge and lack of experience.
I called that morning because my adult children let me know there was a toilet clogged and a small leak in the basement. I could not get the toilet unclogged and the plunging was causing water to come up in the shower and toilet in the master located behind that bathroom and I freaked out.
I have now learned that the pipe should have been snaked from the roof, but it wasn’t even suggested until after the house was destroyed. He started with the master shower which quickly started pulling in black water. He then started on the toilet, breaking the toilet in the bath behind it and to my disgust raw sewage began to come up and all he said was “get all the towels you have” and left to call his boss.
When he came back he said I had two choices 1) to go up on the roof - what eventually fixed the clog - but because it was raining he didn’t want to do that or 2) that he could cut the drywall and rework all the (cast iron) pipes.
When I asked about the mess he created he said that a little bleach would clean it up and left. I was crying and hysterical and my adult children told me to take a walk while they cleaned it all up. No protection, no biohazard training, and I am still surprised they are not gravely ill.
That “little bleach” turned into a team of restoration specialist tearing the floors up in both bathroom, the basement carpet and all the drywall on two floors.
After all that I couldn’t even get a call back from their office so this is the first step in getting my story out and now they can talk to my lawyers.Business Response
Date: 06/04/2024
This case was escalated to a member of Senior Management who has resolved this matter with the customer. Thank you.Customer Answer
Date: 06/05/2024
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:05/16/2024
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 contracted Len the Plumber to clean our drain line and scope it with a camera, after a large back-up in our basement. When I scheduled, they told me it would be a free consultation. I was called to confirm my appointment day of, and informed that it would actually be about $500.00 for them to come out, there was no consultation and they could only snake it. After cleaning, they informed us of the break in our main drain line. The specialist, Matt G*******, assured us the repairs would be covered in full by our home owner's insurance. He made statements that, now seem like lies, to convince us he'd dealt with this type of thing before and all that would be needed would be pictures and his expert opinion. He also presented the problem as such that it needed to be fixed immediately and we had no time to pursue other estimates or make sure our policy would actually cover the project. They also changed the scope of the project day of, after the estimate was already signed and project agreed to. We feel deceived by this company and feel they should cover some of the financial responsibility that they claimed would not be a problem.Business Response
Date: 05/22/2024
Attached you will find the follow-up camera video referenced below as well as pictures from the ********** job.
LTPHA did not charge for a technician to come out and give an estimate for the sewer backup that the customer called to schedule. The technician gave an estimate for the drain cleaning to resolve the issue the customer called about. The customer agreed to the drain cleaning and it was successful.
After LTP cleared the drain, our Sewer Specialist ran the camera with the customer present. During this inspection there were multiple issues found with this sewer line that needed immediate attention, otherwise another backup would be possible in the near future.
Our Sewer specialists give the options available to resolve the issue. In this case the trap was broken, and the camera was not able to pass through. There was also cast-iron pipe that was missing the bottom of the pipe due to channel rot of the pipe.
Len the Plumber will give the insurance company all the relevant information to help get the customer coverage if they have the proper coverage. There is a specific coverage for the outside sewer line that is an endorsement that the customer would have purchased prior to this issue.
The camera technician gave the information to the insurance company that was necessary if the customer had the proper coverage.
Many times when we are doing jobs the scope may change due to factors that may have not been seen until excavation. This change did not result in any price change and the finished product of a properly functioning sewer line was accomplished.
Timeline:
5/3/2024 Time: 1: 48pm ******* called in and requested an appointment for a backup in her drain, when using the shower and flushing the toilet. CSR offered her an appointment and she asked if there had been any fee, Our CSR stated no fee for coming out for consultation. So, They’d proceeded with the call, and he offered 5.3/2024 she had been unable to do that day, so the CSR suggested Monday 5/6/2024 and the homeowner accepted.
5/6/2024 Invoice #********* w/ Jose R met with ******* **********, the homeowner. Consultation Fee hadn’t been charged like we stated from the initial call. The job for doing the service Drain Cleaning had been estimated and customer had signed for work to be done at the price originally $540.00 with a $99.00 off coupon bringing the total at $441.00. Matt G had been contacted to do a follow up with the camera to camera the line.
5/6/2024 Invoice # ********* w/ Matt G he went out to do a follow up with the homeowners by that time both homeowners had been presence at the jobsite. Matt had been there to do a follow up Camera. Pictures had been taken by our technician previously and there had been a video on the camera job that the homeowner had be standing right next to Matt and you can hear them conversing with each other on the integrity of the pipe and what issues that had been with this job. Matt, mentioned in the beginning of the video to the homeowner if this hasn’t been working right for a longtime with this by looking at the pipe being terracotta and hand pushed to the cast piping and there are visible tie-ins which are not by code and there is something calcified hanging from the pipe and there is a blockage shown and Matt mentioned to the homeowner that camera is motorized and if could get through it would and it appeared that it wasn’t getting through solidly blocked with the sewage.
**Note: Matt spoken to the customer on the part about insurance stated “If you’ve insurance for this man better cut it off do it once and be done with it” he never stated to the customer about the insurance company covering this job.
We reached out Matt G. He shared the following: the homeowners had both been there and the husband stated that he has insurance for the service lines as coverage. Matt also mentioned to me that the insurance adjustor called from HSB and spoke with him for about 30 minutes. Matt stated that he has photos, and he can fill out the form. The insurance adjustor stated he has all the information and he filled out the form and didn’t need the photos. Matt stated that proper protocol is for the technician to fill out the paperwork and forward any photos that are needed for this job or any job to email it back. Matt had an uneasy feeling with that adjuster on this matter.
We do request that Matt's last name be extracted from the Home Owners previous statement to protect his privacy. Thank you.Customer Answer
Date: 05/30/2024
They can finish the work stated in the contract or fix the work they left incomplete, or compensate us for the money we will have to pay someone else to finish it. The branch lines going into our bathroom stack were not replaced but we were charged for it. Matt said they would replace the toilet stack, but this was charged of the day of the project (as mentioned in my previous message) because they under quoted us. They attempted to remove a piece of the sidewalk from property after saying they would put back, then when we asked for it back they put it out of place by about 3 inches. They completely ruined our front yard. The place they dug out is now significantly higher than the rest of our yard, and this will cost thousands to relevel. They didn't remove the top layer of mulch or grass before excavating and just threw everything back. They lied to us, not only with the work they were supposed to do but they convinced us our insurance would cover the project. Matt stated he did many projects just like this and all that was needed were pictures of the pipes and his explanation. None of this turned out to be true. We would not choose this company again and other customers should know how they conduct business.
Initial Complaint
Date:04/15/2024
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.
11 April 2024, called Len the Plumber to fix a water leak, they replaced the toilet cutoff valve only and told me it was fixed, charged me $440.00. Leak wasn't fixed and had to get another company to fix what Len the Plumber didn't. 2nd company also replaced the cutoff valve, telling me it was a cheap one.. the wall had to be cut out to find the leak and a copper pipe partial replacement was installed. Work done by Len the Plumber not acceptable and I want a partial refund of $200.00 for the overcharged bill.Business Response
Date: 04/19/2024
This Service Plan was cancelled on 3/15. Monthly fees were refunded due to delayed cancellation.Business Response
Date: 04/22/2024
After speaking with both the customer and the technician, we
have agreed on the customers desired resolution to this complaint. The appropriate paperwork has been filed with our finance department.Customer Answer
Date: 04/24/2024
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,
****** *****
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