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

  8890 McGaw Rd, Ste 320 Columbia, MD 21045

  
• 

  Len The Plumber, Inc.

  3610 Commerce Dr Halethorpe, MD 21227

  
• 

  Len The Plumber

  7 Chelsea Pkwy Ste 709 Trainer, PA 19061

  
• 

  Len The Plumber

  6598B Fleet Dr Alexandria, VA 22310

  

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:09/10/2025

  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.

  Sunday, I scheduled an appointment at 2 pm with Len the Plumber for a leak in my basement. The plumber diagnosed the leak to be old pipes above my boiler and would require a full piping replacement. I paid $2800 and was coaxed into signing up for their cancel at anytime membership. The plumber left out that I would have to pay the full year's membership if I wanted to cancel. Monday night, my basement water sensor went off again in the same spot. Tuesday, I rescheduled the same plumber to return. The plumber arrived at 4 pm after I had scheduled the appointment for 11 am to 2 pm. Upon arriving, the plumber told me he would need to return the next day because he didn't have the required tools for the job. Wednesday, he never showed. I had to repeatedly call the office for updates on my appointment until I was rescheduled. Thursday, a second plumber diagnoses the leak to be HVAC and would require an appointment with an HVAC technician. Friday, the HVAC technician diagnoses the leak be plumbing related, needing rescheduling for a plumber. A third plumber arrives in the afternoon, telling me a restoration company would be required to do demolition work to get to the leak. He also finds that the boiler vent was improperly re-installed, which was likely leaking carbon monoxide into my home for almost a week. The restoration company arrived later and found the demolition to be unnecessary. Saturday morning, I decided to go to their location in **********, **. I relayed my story to a manager who said he was unaware of my situation. A fourth plumber was scheduled for the afternoon, and he promised to cancel my membership subscription. The fourth plumber arrived and diagnosed the leak to be in a different location than before, patching it within an hour. Over the course of several frustrating days, I encountered a pattern gross incompetence. I was met with constant delays, misdiagnoses, unnecessary damage, and a complete disregard for my time and well-being.

  

  Business Response

  Date: 09/12/2025

  In agreement with the first plumbers assessment, it is our professional opinion that this home requires a complete re-piping due to the age and condition of the pipes. As we experienced, small leaks continued to appear after each repair, and this will likely remain the case until the piping is fully replaced. We also believe a whole-home water filtration system, paired with a re-pipe, would have been the best long-term solution to prevent ongoing issues.

  
  We sincerely apologize for any confusion or frustration this situation may have caused and wish the customer the very best with their future plumbing needs, whether handled by our team or another provider.

  
  We can confirm that the service plan agreement has been canceled and that we will not attempt to reach out further. Please note, however, that some promotional offers may still be distributed through third-party marketing platforms that are outside of our direct control.

  
  

  Customer Answer

  Date: 09/15/2025

   
  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:09/09/2025

  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.

  This complaint concerns misleading pricing practices, inaccurate service documentation, and forged signatures on an invoice.August 20, 2025 I scheduled a service visit for a mildew smell in my mini-split. I was told the cost of the visit would be $49.August 21, 2025 The technician arrived. He stated the cost would be $195, which contradicted the quoted $49. He explained that pricing is left to the technician to explain. No diagnostic was performed. The service offered was a cleaning for over $600, which the technician personally advised might not solve the issue. I did not move forward with the cleaning of the unit as the technician advised that it may not solve the issue. Before leaving, the technician stated he would waive the $49 fee, acknowledging I had been quoted a different amount.August 23, 2025 I received an invoice with false notes claiming I refused to pay and asked the technician to leave. This did not happen. I left a voicemail with customer service but received no response.September 2, 2025 I received a text threatening collections for $49. I called ************ Manager *** ******* and explained the situation. Mr. ******* told me I had signed the invoice. I noticed on the second page that two signatures had been forged, as I did not sign this document. Mr. ******* agreed to submit a waiver request for the $49 fee.September 3, 2025 I emailed Mr. ******* requesting written confirmation that the $49 fee was waived and that no collections would be pursued. I received no reply.September 8, 2025 I called the office and spoke to *****, a senior customer service representative. She confirmed that **************************************** is the correct email for Mr. ******* and his team, and she marked my matter urgent. I still have not received any response or written confirmation.September 9, 2025 I submitted a formal complaint to the ****************************, Board of Heating, Ventilation, Air Conditioning and Refrigeration Contractors

  

  Business Response

  Date: 09/11/2025

  This customer was actually never charged. A Service Manager spoke with the customer on 9/2 and waived the fee and sent her the invoice to her showing $0 invoice. We have not received any further complaints from her. Thank you.

  Customer Answer

  Date: 09/11/2025

   
  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:09/02/2025

  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.

  Len The Plumber charged us $2300 For a simple faucet switch out. They did not complete the work and said said they needed an extra part. They promised To order the part and return when they had it we were charged for everything that day. They have not gotten in touch and have avoided all calls asking for resolution or a refund. This is theft and I want to file a complaint.

  

  Business Response

  Date: 09/05/2025

  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 7-14 business days to reach a customers account. Thank you!

• Initial Complaint

  Date:08/28/2025

  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 21, 2025, I contacted Len the Plumber for a mini split HVAC repair. I had supplied the replacement pump. The first *********** **** *****, blew the fuse for both units on my third floor, leaving two tenants and myself without AC. He offered a $150 discount for the inconvenience.What should have been a simple pump replacement turned into nine days without air conditioning due to repeated delays and poor communication:Apr 21: ***** blew the fuse, then missed two follow-up appointments to replace it.Apr 24: ***** Ghadaki replaced the fuse but did not know he was working on a mini split and lacked the proper equipment to finish the job.Apr 25: I was told another tech would come, but no one showed. Only after calling did I learn the visit was rescheduled without notice.Apr 30: ******** ****** finally replaced the pump I had provided. The repair took only ~40 minutes.Despite these errors, missed appointments, and nine days without AC, the only adjustment applied was the initial $150 discount after the fuse was blown. This reduced the invoice from $552 to $402. I have since emailed the county managers (Baltimore City and *****************) twicenever receiving a reply, even after asking for confirmation and I also sent my complaint to ***** ******* in billing, but received no resolution.Because of the technicians error, nine days without AC, repeated missed and rescheduled appointments, and ignored emails, I do not believe it is fair to be charged for this service at all. The work ultimately performed was minimal (40 minutes, using my supplied pump), and the service failures outweighed the value received. I am disputing the $402 invoice and requesting that the charge be waived in full.

  

  Business Response

  Date: 09/05/2025

  We apologize for the delay in response, but we are working with the branch management to resolve this matter.

  

  Business Response

  Date: 09/10/2025

  Thank you for sharing your concerns regarding the service visit. I want to first acknowledge the frustration caused by the delays and inconvenience while your system was being repaired. We take your feedback seriously, and Im sorry this experience did not meet your expectations.
  To clarify the resolution of this matter:
  -When the fuse blew during the initial visit, a replacement part had to be ordered. We supplied and installed that fuse at no cost to you.
  -During the return visit, our technician also installed the pump you had provided.
  -At that time, you spoke with the service manager, and a $150 discount was applied to your invoice.
  -Following completion of the repair, you expressed continued dissatisfaction and declined to pay the remaining balance. In light of the circumstances, the invoice was adjusted to a zero balance on 8/1/2025.
  As such, you were not charged for this service. The account reflects that the balance has been waived in full, and no further action is required on your part.
  We regret that your experience did not reflect the standards of service we work hard to provide, and we will use your feedback to help improve future customer interactions.

• Initial Complaint

  Date:08/21/2025

  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 August 7, 2025, I hired Len the Plumber to repair a toilet. I was charged $579 for less than one hour of labor and a $20 Fluidmaster kit (widely available at hardware stores).No receipt or cost breakdown was provided only a direct charge to my card.I was assigned three different technicians as the schedule kept changing, and the response time was extremely poor. I had originally requested a morning appointment, but a technician couldn't/didn't arrive until 7:00 PM.I contacted the company multiple times and was told management would call me back. More than 10 days later, no one has followed up.The only time I received a quick response was when I submitted my initial service request, not for my follow-up concerns.The toilet is still not functioning properly.I have repeatedly requested a refund, but no one has taken the time to address my concerns or speak with me.Resolution Requested:A refund of the full $579, or at a minimum, a fair charge limited to the $20 part and less than one hour of labor.

  

  Business Response

  Date: 08/27/2025

  I've been notified by the Branch Manager that they are attempting to reach this customer to resolve any and all lingering issues as well as forming a refund resolution. Thank you!

• Initial Complaint

  Date:08/11/2025

  Type:Service or Repair 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.

  I called Len the plumber about a leak in my dining room ceiling coming from the upstairs bathroom. The plumber came on Monday and it leaked again on Thursday. I called the company and they said they replaced some parts but the leak was coming from somewhere else. That is not true as the leak is in the same place. The plumber missed diagnosed and charged me over $1600 and I still have a leak. Company only responded after a review on line, awaiting action.

  

  Business Response

  Date: 08/12/2025

  We went back to this customers home on 8/9 and believe that we've resolved their leak and this case. Thank you.

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23720212
  
  I am rejecting this response because:
  The company came back and there is still a leak. They have not resolved it and said they misdiagnosed but are not giving me back my money. I called for a leaked to be resolved and it is still leaking. I paid over $1600 
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 08/14/2025

  Callback performed on 8/13.
  Technicians notes:
  Customer had a leak on shower head. That needed to be replaced that customer didn't want to pay for and also had a leak coming from a previous install of the shower diverter had to be reset retighten and recalked and resealed for which none of the repairs were Len the plumber's responsibility customer had other issues other then work that was installed by Len the plumber.
  
  The technician did all additional work at no additional cost to satisfy the customer.
  

• Initial Complaint

  Date:08/04/2025

  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 had Len the Plumber come out to replace an old toilet in my main bathroom that could not be repaired. The technician measured then went to ********** and came back and installed a push button toilet under an existing cabinet that you cannot flush because the buttons are at the top. Which means the texhnicnever tested to see if the toilet flushes plus left the old toilet in my driveway. After calling back and complaining i was told i would get $250 refund. 10 days passed and that didnt happen so i call back again and complain and i was told that, "oh the person in charge was on vacation but i sent it over to them again" they gave me $200 back to get a new cabinet for over the toilet. But now only 1 month later the toilet doesnt have enough water to flush because guess what after having another plumber come out to check on clogging issues. the wrong toilet was installed and installed crooked!!!! $1200 is a ridiculous price. Install the same toilet that was there not something else and I was never consulted before the toilet was installed

  

  Business Response

  Date: 08/06/2025

  After the toilet was installed on 7/2/2025 the customer wasnt happy that our tech installed a toilet that has the flush buttons on top which is actually a good toilet but they had a shelf that sits above the toilet so it made it difficult to flush the toilet. We gave the customer the option to replace the toilet with a typical flush style toilet with a handle or we could issue a $200 refund for inconvenience. Customer opted to receive the refund and was happy with that. We see that customer had another ********************** come out because the toilet stopped flushing but the customer should have contacted us so we could send a tech out to address the toilet not flushing free of charge.

  Customer Answer

  Date: 08/06/2025

   
  Complaint: 23690794
  
  I am rejecting this response because:
  

  I was NEVER offered to replace with a different flush toilet or else I absolutely would have done so. I came momentous see the tech loading the trash into the truck and the old toilet. I asked what we are doing about the one he installed and he called his supervisor. The supervisor (i was never given a name) said they toilet has already been put in so I can just give you $100 refund, I said thats unacceptable if I have to find a replacement shelf and thats when offered $250 and I said ok. But then i only ever got $200

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

  

  Business Response

  Date: 08/11/2025

  We appreciate your feedback and have shared your comments with our manager, ****,who will be reaching out to you by phone to discuss your remaining concerns in detail. If you are unable to connect with him directly, please email us at **************************************** and we will ensure your message is passed along to **** promptly. We value the opportunity to address your concerns and work toward a resolution.

  Customer Answer

  Date: 08/13/2025

   
  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:07/30/2025

  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 Monday morning July 28, 2025 I made a service call to ****the -Plumber to come check my central air conditioning unit. ******** ****** arrived at my house around 10:00 and determined that my compressor pump was not working. I was surprised and told him it was a new 2022 unit and seemed unlikely it was needing a new pump. Mr. ****** instructed me that pumps like this have a life expectancy of 3-5 years. I told him to go ahead and fix it. He did and I was charged $486.00 for a new pump. I provided him my **************** card and he emailed me my invoice. One hour later unit shut off. I called back and requested that Mr. ****** return. Upon his return he was able to determine that the electrical outlet that the pump had been plugged into was no longer operational. The pump was not broken, it was the outlet. I told Mr. ****** I didnt want to pay for a new pump and requested that he put the old pump back on. Mr. ****** called a supervisor, put him on speakerphone, while I explained that I didnt think I should pay for a new pump. He offered to charge me only $380 for the new pump and would offer a partial refund. I declined his offer and said I didnt want to pay for pump since the problem was an outlet and the problem was fixed by an extension cord. The supervisor instructed Mr. ****** to charge me a service fee and a $250 diagnostic fee and to put my old pump back on. Mr. ****** retrieved the old pump and put it back on. I have been charged,$486.00. On July 29 *** *******, supervisor called and said he would give me a refund if I changed my online review. He said otherwise he would have "no incentive" to give me my money back. He sent me paperwork saying I would get a refund but our conversation ended before he took down my payment information. I told him I had contacted my credit card company (****************) and Mr. ******* said refunds can take up to several weeks for the paper work to go through.

  

  Business Response

  Date: 08/04/2025

  We apologize for any miscommunication. Ms. ******** refund was processed prior to her opening this case. Refunds can take ***** business days to hit our customers' accounts. While we do ask our customers if we've resolved their concerns if they would consider updating their review, refunds are never contingent upon changing a review. Thank you.

• Initial Complaint

  Date:07/25/2025

  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.

  We had an issue with a leaking hose bib and called Len the plumber to come out and fix it. When I called Len the plumber I actually got an appointment the same day. The office stated that for a tech to come out it would be $49 and if we decided to do the work it would go to the cost of the repair. If we chose not to do the work then it would only cost us $49 flat fee. The tech arrived on time and came into the house and proceeded to ask our issue. We explained it was the hose bib on the deck and he took pictures asked if we had a basement and we said no it was only accessible thru a crawl space. He went into the crawl space and came back out and started explaining that we had other issues besides the hose bib. We had some issues with the sump pumps. I asked for a quote for both set of work. For the hose bib he came back and gave me a $2400 bill which is insane when the national average is max $450 for the same job. Then he came back and handed us a second bill for $8000 which agin was insanely high and overpriced. When we said no to both quotes we got a 3rd bill for $300. We stated that we thought it was only suppose to be $49 from the office. He stated since he had to remove some covers to look at the sump pump he had to charge us for his time. We explained again it was only supposed to to be $49. He wouldnt budge. So we paid the $300 and he left. After the tech left I called the office and asked to speak to a manager. Still have not heard from a manager.

  

  Business Response

  Date: 07/28/2025

  We have attempted to reach this customer but have not received a return call. We apologize for any miscommunication and do intend to make this right. Thank you.

• Initial Complaint

  Date:07/24/2025

  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 5 Apr 2025, Len The Plumber serviced our clogged house main sewer line. In the process some of their diagnostic equipment (fiber optic camera housing) broke off and was jammed in the main sewer line. However, they did not tell me about this. Instead my basement flooded with raw ***** matter from the main sewer line. They came and were able to view the sewer and determine that they camera house broke off there other fiber optic camera. They said they would come back and remove it. They did not. Our basement flooded again with ***** material again. Len The Plumber was unable to remove the camera housing and had to replace 10 feet of sewer pipe to remove the blockage they created. The cost was ~$8,342 and charged to my credit card. I have been trying to reach their customer service and resolve this issue and they have refused to call me back or refund the cost of the repair.Please review the attached PDF file for pictures and a detailed description the damages.

  

  Business Response

  Date: 07/28/2025

  A Service Manager has been in contact with the customer and are currently working to resolve this case. 

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23649443
  
  I am rejecting this response because:  The issue has not been resolved as of Monday, 28 Jul 2025.  If a refund is provided to me then I will update this complaint to reflect a successful resolution.
  
  Sincerely,
  
  ***** *******

  ********************************************

  ************

  

  Business Response

  Date: 08/06/2025

  On April 5th, our service technician visited this home to help resolve their sewer drain line issue. The tech notes stated, main line clogged at the clean out. This service technician scoped the drain line, and his scope broke off (lodged) in the line due to the pipe being broken. We then sent a follow-up camera tech out and he confirmed something stuck in the pipe due to the pipe being broken which was caused by root growth. We contracted a ****** to go out and try to remove the blockage, but this was unsuccessful because the pipe was broken and had tree roots growing through it; see attached video from ******* company emailed to BBB on 8/4. This customer signed the estimate to have the drain line replaced and paid by Credit card. The work was completed on April 29th, 2025.
  
  ******* ******* ***************** manager) has spoken to this customer multiple times and advised the customer we will not be reimbursing him for the pipe repair due to this being damaged before we scoped the line. We had not been made aware of any ***** material in his home prior to this case.

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23649443
  
  I am rejecting this response because: Len The Plumber does not address the issue of their equipment and actions causing the problem.  We will file this claim in the Maryland District Court.
  
  Sincerely,
  
  ***** *******