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:04/11/2024
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.
In September of 2023, Len the plumber was contracted to replace a garbage disposal at my condo. The technician neglected to remove the drain plug on the disposal, which caused the motor on my dishwasher to burn out. I had to replace it. Below is the message I sent at the time to Len the plumber.
“Len the Plumber came out to a condo I own two weeks ago to install a replacement garbage disposal, which they did. Unfortunately and unbeknownst to us, the technician forgot to remove the knockout plug (Job #*********). Several days later, my tenant reported that the dishwasher that had been in working order would no longer drain. I called Len back out to look at the dishwasher. While they did not address the dishwasher, they found and removed the knockout plug (Job #*********). I have this documented in pictures from Len if you would like me to send them.
I called out an appliance repair tech to look at the dishwasher. They found that the motor of the dishwasher was burned out and attributed the knockout plug issue. Because it would have been more costly to replace the motor than the dishwasher, I had it replaced. That cost was $640.24.
I understand that there is a cost of goods for the new disposal, so I think a fair resolution would be for you to refund me for the labor to install it associated with Job# *********. That work was not done properly and resulted in the damage. I shouldn't be charged for it.”
Business Response
Date: 04/22/2024
Our Branch Manager has spoken to the Customer and the technician and has decided to uphold the customers desired resolution. Paper work for begin processing Mr. H***'s refund has been submitted to our finance department.Customer Answer
Date: 04/28/2024
Hello - thank you so much for your help. I was contacted by Len the Plumber and they have committed to refund me my money, which was what I thought was fair. I am fully satisfied with the outcome.Initial Complaint
Date:04/01/2024
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 the Plumber to replace a 170’ run of exterior water main line. The contract was paid in full upon completion. I reached out to the individual (Matt) that was the licensed plumber about 2-3 days later that the one trench close to the edge of the concrete driveway had settled extensively and was under cutting the driveway. My fear was any heavy vehicles would crack or cave in the driveway. Matt informed me that say that we would reach out to his excavator to fix the problem. I haven’t heard any response since after several texts and phone calls. I am asking that they fix the compromised (7’ long, 2’ under cut and approx 1-2’ deep) area before there is more damage that I would ultimately responsible for. They need to finish their job!!Business Response
Date: 04/22/2024
We received the following email from Mr. ********** this past Friday and are considering this case as closed -
Customer Answer
Date: 04/23/2024
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:03/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Contacted Len the Plumber on 3/7/2024 to cancel recurring charges for service plan. I was charged again on 3/15 and have been waiting to hear back from service plans to cancel the plan and be refunded for my monthly charge.Business Response
Date: 04/24/2024
Ms. ********* Service Plan was cancelled on 3/15.Initial Complaint
Date:03/11/2024
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 FEB 20, 2023, Joshua from Len Plumbing gave us an estimate for a toilet leak that was a top price for the "what ifs" of the reason for the leak. He arrived at 8:33 am and left at 9:16 am stating he did not have the parts and had to leave to get them. He returned at 10:35 am and replaced a flange and was ring and then left at 11:25 am. He charged us the full estimate amount of $1,752.00. Basically he charged us about $900 an hour labor. I have called everyday, sometimes twice a day, since Feb 28 and no one will call return my call. I keep getting the run around that they are in a meeting, not available, or want to look at the invoice. This service should have not cost more then $600 at most. I believe the technician lied about how long he took for the repair and how much work he actually performed. But, i cannot get any response from the company, leaving me to file this complaint. I want a refund for at least $1,100.Customer Answer
Date: 03/18/2024
I have continued to call Lens Plumbing every day except one day since filing this complaint. I keep getting sent to voice mail for Lauran at #***. I have left at least seven messages. Each time I call, the person who answers the phone (never the same person twice) becomes argumentative asking me why i am calling Lauran.Customer Answer
Date: 04/26/2024
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:03/11/2024
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.
Came out and replaced the sewer line and water line and it’s been leaking since in my house. Came out several times to fix it and still leaking. Ruined the carpet in the basement, gave a credit for that and now it’s leaking again. This company is horrible and so is their customer service. I want my money back and want to hire a real professional company to do the job! You can’t even get a hold of a manager at this company. It’s literally the worst company I ever used!Business Response
Date: 04/24/2024
LTP has
refunded the customer for the damaged carpet and returned to ensure the water
line was properly sealed. We do recommend that this customer contact a foundation company to
check the water proofing of their foundation as that is not a service we provide.
Timeline of
events:
LTP
was contacted on 12/12/23 for a main drain cleaning.
Follow
up camera was ran on 12/13 and a sewer replacement was sold for $7071
Sewer
replacement was performed on 12/20/23. Water line was replaced as well.
Excavation up to foundation wall was necessary to connect pipe.
Customer
contacted LTP regarding a sinkhole in yard that they believed was causing
a water leak. Callback was scheduled for 1/2/24 and sinkhole was address.
Picture is attached.
Customer
contacted LTP again on 1/7/24 about water coming into basement from water
line. Service Plumber went out same day and found that the foundation leak
was from the new water service.
LTP
returned to seal leak on 1/10/24. LTP redug portion by foundation wall to
seal leak. Picture attached.
LTP
sent original install crew back on 1/15/24 to seal the leak from the inside.
Customer emailed photos of the damaged carpet from the leak inside the
basement. LTP offered the customer a $250 refund for the damaged carpet
and they declined. LTP instructed customer to gather estimates from his
contractor for the replacement of his carpet.
Customer
emailed estimate on 1/24/24.
LTP
submitted refund request for the damaged carpet in the amount of $1166.00
on 1/29/24.
Customer
contacted LTP again on 3/8/24 stating that the water line was still
leaking. Camera technician went out same day and discovered when the water
line was sealed through the wall, the tracer wire required by the county
was fished through the gasket on the sleeve.
LTP
returned on 3/11/24 to redig water line, remove tracer wire in gasket, and
properly seal. Pictures attached.Customer Answer
Date: 04/25/2024
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 right now unless it continues to leak. Keep in mind that was their 3rd time out fixing the same problem. Lets hope for the best!
Sincerely,
**** *******Initial Complaint
Date:03/04/2024
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.
On 1/2/24, Len the Plumber removed a gas water heater from my home and replaced it with an electric water heater. During the process of capping-off the gas line from the old water heater, the technician incorrectly capped the pipe, cross-threading the cap, which resulted in a gas leak that wasn't detected until 2/23/24. BGE came to my home, confirmed the leak, shut off my gas, and informed me that i needed to have my plumber return to fix the problem. I called Len the Plumber on 2/23/24, was told no one was available to address my concerns that day, but did schedule someone to return 2/24/24. Len the Plumber returned on 2/24/24 (the same technician who incorrectly capped the pipe on 1/2/24), replaced the pipe and cap, turned the gas back on, and tested for leaks. The technician apologized (this was the only apology i have received). During a call with Ty P. (the supervisor), I said I wanted to cancel my service plan and get a refund for the payments I've already made. He told me to email [email protected], which I did on 2/26/24. I also asked for someone to call me regarding the negligent installation that resulted in the gas leak. On 2/28/24 I missed a call from their office and returned the call that day. I was transferred to a general voicemail and left a message. I have yet to receive a return call, voicemail or email - no acknowledgement of my concerns has been received. I also noted that there was no mention of a gas leak in the communications the technician received from the office (he showed me), or in the receipt for service after the technician returned on 2/24/24. I just want my service plan to be cancelled and to be refunded for payments that have already been made. I don't want to continue a service that I don't trust, given that their initial service resulted in a gas leak in my home. Thankfully, I don't think we suffered from gas poisoning and there was no fire/explosion as a result of the gas leak.Business Response
Date: 04/19/2024
Ms *****'s Service Plan was cancelled on 3/11/24. It appears that a refund of $49.77 was requested at that time.Customer Answer
Date: 04/22/2024
The response from the company indicates that a refund was processed/requested but I have yet to receive that refund and if it was initiated on 3/11, per their message, it has been over a month and I still havent received it. Is it possible to find out when I might expect to receive that refund?Business Response
Date: 04/22/2024
The original refund paperwork was not submitted properly. I met with our accounting team and this refund is now being processed. The customer should see the funds returned to her credit card within 5-10 business days.Customer Answer
Date: 04/25/2024
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:02/27/2024
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 had sewer line replacement done February 14, 2024 and since then part of my yard stays wet Len the plumber seems to think it's normal. I have lived here 60 years they seem to think they are going to put me off . This is under warranty and they won't come fix it. I HAVE BEGGED AND CALLED, THEY HANG UP ON ME ALL THE TIME THEY WONT ANSWER ME. PLEASE PLEASE HELP ME. I DON'T KNOW WHAT ELSE TO DOBusiness Response
Date: 04/19/2024
Below is a
timeline of events regarding this customers complaint.
Customer
called in on 2/10 for a main drain cleaning. Drain cleaner out on 2/11 and
charged $441.
Follow
up camera created and ran on 2/11 by camera technician Mike B*****. Sold
45x9 sewer replacement with Jetting for $10,944. Scheduled for 2/14.
Sewer
install crew out on 2/14 for sewer replacement. Completed same day.
Customer
called in on 2/22 stating that water was pooling in the yard and believed
it to be from the sewer line. Mike B*****, Camera technician, went out
same day. Had New Castle County come out and check the main sewer line for
the municipality. No issue found and New Castle County Supervisor *****
informed customer that a main drain back up would not cause the water
pooling in the yard. Water company came out as well to check water line and
it was working with no leaks. Both the camera technician Mike B***** and
the New Castle County Supervisor ***** informed the customer that the
rainwater down spout needed to be extended to resolve the issue of water
pooling in the yard.
Customer
called in again on 2/26 saying water was still pooling in the yard and
wanted the sewer line redug. Redig was scheduled for Friday 3/1. Field
Supervisor Mike S**** mentioned the rainwater down spout line was 2 feet
away from the trench but was told the customer did not want to extend it
away from the trench.
Sewer
crew returned on 3/1 and redug line for customer. Water line was never hit
or seen. Permit and self certification for inspection attached.Resolution is
to have customer extend the rainwater downspout line away from the trench.
Customer declined to have this done. No issue with sewer replacement performed
or water line.Initial Complaint
Date:02/09/2024
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 signed up for a pre-paid maintenance plan with Len the Plumber about 3 months ago, which is supposed to include several free maintenance inspections per year. I scheduled two appointments: one for my heating system and one for my plumbing system. The plumbing appointment was scheduled for two days away and the heating appointment was a month away.
The plumbing appointment came and went but they never showed up. I called to reschedule again for a few days later. Again, they didn't show up. I called asked if I could talk to a manager, and the person I spoke to ("Alicia") said I would get a call on 2/9/24 between 8 and 11 to speak to a manager. They called at 8:20 without a manager on the line and said a technician was on the way. I told her I wasn't home and didn't have an appointment that day. She didn't let me speak to a manager. I called back an hour later and was told they wouldn't let me talk to a manager. I told them I was upset because they weren't letting me talk to a manager. She said she was hanging up on me and then hung up.
The heating technician also cancelled twice but showed up on the third visit. During the visit, they told me they don't inspect my kind of heating system.
In Summary, I think I was scammed.Business Response
Date: 02/19/2024
Hello,
We are sorry to hear that this customer was dissatisfied with the agreement and for any inconvenience he encountered in scheduling visits. As peace offering due to our delayed response we have cancelled Mr. ******* Service Plan Agreement with no charge back due to early cancellation.
Attached you find:
~Original Invoice where Mr ***** signed up for the 12-Month Service Plan agreement as well as savings awarded for being a ServicePlan Customer
~Invoice for a Maintenance Service Call on 2/7 (no charge as it was covered under our ServicePlan Agreement) (A $79 value)
~A screenshot of savings to date equaling $342
~A screenshot as proof of cancellation
Thank you.
Customer Answer
Date: 02/20/2024
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:01/29/2024
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.
My wife and I were charged $2300.00 for goods and services which didn’t fix the problem which the Boiler Technician (Matt B***) said it would fix.
We reached out to the technician multiple times with promises to come back out to find a solution, he never showed up. NO HELP or resolution after one month of dealing with our boiler reaching high pressure of blowing off the relief valve.
I contacted TY who apparently oversees Matt and with no resolution. We are now here after leaving a review on ****** to better help the company LEN THE PLUMBER understand this is NOT the way to handle buisness.
We had to hire another professional plumber to diagnose and fix the root problem which has now been resolved resulting in over $800.00 more charges after paying LEN THE PLUMBER $2300..
We have also entered into a SERVICE CONTRACT at the same time and absolutely regret it after all these issues and have requested a cancellation but with no resolution to this issue as well.
My wife and I feel we were lied too and deceived by Matt B*** which represents LEN THE PLUMBER and we are requesting a REFUND for the full amount of $2300.00 and CANCEL the monthly service contractBusiness Response
Date: 01/30/2024
After a
conversation with Mr. ********* we have reached a resolution to the issues
communicated below. Mr. *********
stated that he is happy with our customer service and appreciated the phone
call.
We do apologize
for the inconvenience; we have cancelled Mr. *********'s Membership and hope to do business in the future.Initial Complaint
Date:01/24/2024
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.
In late October 2023, LEN the Plumber was trying to resolve a multi-level leak in a condo building. I have the top unit of three. The plumber came to my unit, pulled up the toilet, removed the extender (which had been there working successfully for years), did not replace it, and just put a wax ring. For that and other things that day, I spent $554. However, a couple days later, the tenant below said the leak was still occurring, which should have been considered a call back, but was not. The new plumber removed the toilet and found out immediately that the wax ring had never even been pressed down (the standard for the wax ring over a flange), namely because the extender was not replaced. It was in pristine donut-shape condition and dirty water was just passing right over it - which is NOT standard, considering the "feel" of wax getting smashed in is a standard "feel" that plumbers should know well. The new plumber advised that it needed its extender again, needed more wax and it would be good to have a toilet replaced as well to give more room against the wall. That was an ~$1800 charge and luckily it worked. I have asked multiple times via phone since late November for a refund of the $554 as it was a negligent first attempt to not replace an extender or to know that the wax ring seal was not tight. I keep getting told that a Supervisor will call me back with varying timelines ("within 24 hours," "within calendar days," "On Monday" etc). However, getting told so many times that someone will call me and no one is has inspired me to voice my concern publicly since I see LEN does respond here. Am attaching photos of what flange looked like before (amount of wax, and extender) and the replacement wax ring (which is both not enough wax and has no extender) - which was going to lead to more leaks.Business Response
Date: 01/26/2024
This was a situation that involved a stack of condominiums with
issues on 3 descending floors with differing liabilities. There was a bit of
confusion concerning this customer's request/complaint because what he was
referencing was not showing in the history notes for his particular unit. After
some research, the task was found in the notes of a different unit and the
concern has been addressed and rectified both parties consider this case
resolved.Customer Answer
Date: 01/26/2024
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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