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

  6598B Fleet Dr Alexandria, VA 22310

  
• 

  Len The Plumber

  7 Chelsea Pkwy Ste 709 Trainer, PA 19061

  
• 

  Len the Plumber

  Horsham, PA 19044

  
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  Len The Plumber

  8890 McGaw Rd, Ste 320 Columbia, MD 21045

  

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:07/09/2025

  Type:Billing 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 July 5, 2025, I had plumbing work done to my resident, request and repaired the leak in my master bedroom. However, I was surprised to receive a bill totaling $753, charged $673, for a cartridge replacement and associated labor. After reviewing standard rates from other well-know plumbing companies and industry sources such as ****, ***********, and *********, I found that the average cost for similar services - including parts and labor, and service fees- typically ranges between $200 and $350. Based on this comparison and natural of work performed, I am struggling to understand why my total was more than double the average. Even in higher- cost areas, average charges typically ********* below the amount I was billed. I would appreciate a detailed, itemized breakdown of total cost, including: Labor hours and rate, Part (s) used and cost, and any service or diagnostic fees (not by percentage). If you can't provide this, I would like to be refunded $300. I value transparency and fairness in billing and would like to resolve this amicably. Thank you in advance for your time and clarification.

  

  Business Response

  Date: 07/09/2025

  We are glad to see that Ms. ****** complaint is not based of the actual work performed. While we are sorry to hear that she is not satisfied with our pricing, our pricing is upfront, fair and comparable to that of our competitors, companies that are of similar size. We present of our customers with an estimate(s), to be agreed upon, prior to work being executed.Our pricing is based on the job, not the hour, which is why our itemized breakdown on the invoice is for the complete job. Attached we are sharing the same breakdown layout that we use for insurance companies. This is as detailed as we are able to offer. A billing adjustment is not warranted in this case. Thank you.

  Customer Answer

  Date: 07/09/2025

  
  Complaint: ********
  
  I am rejecting this response because: I have thoroughly researched industry- standard rates from multiple sources, including ****, ***********, *********, and ********. These sources consistently show that the average cost to replace a tub cartridge replacement, including labor and parts, typically ranges between $200 and $350, not $753.00. Even with premium parts or higher labor rates, it is extremely rare for this kind of repair to exceed $400, unless there are emergency fees or additional plumbing modifications- which were not part of this job.  The company listed standard procedures such as shutting off the water, disassembling the faucet, cleaning, replacing interior parts, applying grease, and reassembling the unit. These are expected parts of the job and do not justify a charge more than double the national average. Additionally, I must express that this experience left feeling, taking advantage of. While I cannot speak intent, the excessive charge and the dismissive nature of the response raise concerns about fairness. I respectfully ask that this complaint remain open and noted as unresolved and urge the BBB to document this case for consumer awareness. I remain open to a fair resolution and believe a partial refund that reflects industry-standard pricing is reasonable and appropriate. 

   
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:07/08/2025

  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.

  On June 18, ********************************************************* a steady stream of water.I have never had to call a plumber since my spouse passed away, but this leak was getting worse. I called Len the Plumber, because I saw the name on some junk mail I had received.The plumber I had used some years ago had retired, and I didn't know of many others. A man from Len ************************* came out and I told him there was a leaky faucet, and I wanted him to replace the cartridges in the faucet. After looking at it, he told me the whole system had to be replaced. This was a solid nickel faucet, and I was fond of it. The technician's name is **** ******, cell #************, office # ************. He went to ********** supply house and brought back what he said was plated nickel. He installed it, and when he finished he had me sign on a line on a computer that was connected to my **** account and there was no amount on it. After he left my concern was the exorbitant amount it cost to install a low end faucet.I was told by my former plumber who had retired, and he said they scammed me out of approximately $1200.00. I have never been scammed in my life, and this disturbed me to say the least. I called the company **** ******, and he wouldn't talk to me, and said I should speak to ***** ******* at the main office. I spoke to him on 6-27-25, and told him about being scammed by his company, and he said, "please don't use the word "scam", He said they would return $836.00 to my **** card, but they have never returned one ***** of the overcharge. I truly believe they are out to scam older adults as much as they can get away with. I would like them to credit to my **** card the sum $1200 because they overcharged me on the price of the faucet and labor costs. I have never had an experience like this in my life, and at 80 yrs. old it's very concerning.

  

  Business Response

  Date: 07/09/2025

  ********* You were not scammed. We understand that you were not happy with our pricing and as a measure of good faith our Branch Manager agreed to a partial refund. The earlier agreed upon refund, of $836, was processed internally. It can take 5-20 business days for refunds to reach a credit card account. This is not something we can control. We will not refund additional funds as the actual job was completed to your satisfaction.  Thank you.

• Initial Complaint

  Date:07/07/2025

  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 June 27th I was deceived and asked for a price to repair a simple value in my toilet. Was told they had to come and look at it. The Representative was not professional and wanted to charge me $500 for a $18.00 part to be installed which only took me 20 min. When I called the office I spoke to a ****** who was rude and hung up on me. I called back and when I told her my name she hung up on me again. I feel I was taken advantage of and want a Refund. The manager on 6/27/25 said they would refund but I had to wait 2 weeks to process. They took my money in a matter of minutes. I waited a week before calling. I expected better from such a large company.

  

  Business Response

  Date: 07/08/2025

  ********** While our Service Manager has agree to refund the trip fee of $49, you should know that this is rare and was done as a courtesy as it seemed you were not aware of that charge. After reviewing your original booking call it is clear that you were made aware and had agreed to pay the $49 prior to a technician being dispatched to your home. Regarding the review of your calls with both our call center representatives and our answering service, while we do not encourage our representatives to hang up on customer, we do not approve of their being excessively ranted to for circumstances that are out of their control. We are honoring the refund offered to you because we stand by our employees. I can confirm that your refund has been processed through our ******************* It can take up to 20 days for a refund to reach our customers accounts. This is largely out of our control. Once we process on our side it is the credit card company who applies the funds back to your card.Thank you.
  

• Initial Complaint

  Date:07/03/2025

  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 am filing this complaint due to deceptive business practices, undisclosed structural alterations to my home, and poor-quality workmanship by Len The Plumber ************* during an HVAC installation at my residence in **********, ************** sold us a new HVAC system without disclosing that the unit would not fit through our existing attic stairs. I was only informed that the stairs had to be removed after all the equipment had already been hauled out of the attic and it was too late to stop the installationleaving me with no meaningful opportunity to object or consider alternatives.Worse, the company replaced the stairs with a visibly flimsy, poorly installed attic panel that looks like cardboard taped to the ceiling. The patch is aesthetically incompatible with the home and lacks the functionality of proper attic access. When I raised concerns, a coordinator was dismissive, combative, and told me, this happens all the time.

  

  Business Response

  Date: 07/08/2025

  While we understand that Ms. ***** is not satisfied, we are at a loss as to why this complaint has been filed a year after the steps were installed as well as what repair is needed. We have no incoming calls or email to indicate that this customer was less that satisfied at the time of installation. We took the liberty of reaching out to the contractor hired to complete the stair installation, Homestead, and were told that they have no record of receiving a complaint either. From the pictures that weve seen it looks as though the steps were replaced with a comparable set. It is clear in the picture that the structure or frame was not damaged. The picture that the customer shared shows that any damage to the ceiling and door molding was repaired during the stair installation. We have attempted to reach the customer by phone and email in an attempt to resolve any lingering issues but have not received a response. We are open to hearing what the customer is experiencing but it is not clear to us what repair is needed. We appreciate any feedback you may have. Thank you.

• Initial Complaint

  Date:07/01/2025

  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 a new HVAC system installed in May. Len the Plumber did not get an electrical permit which is required by the county. I have called 6 times about this issue and haven't received a response and the permit still has not been obtained. The inspection for the mechanical permit for the same HVAC installation failed. I have called 3 times about this and have received no response either.
  I will be receiving fines from the county if this is not resolved soon.

  

  Business Response

  Date: 07/07/2025

  We had a technician go to the customers home today to resolve any issues necessary for inspection and are in the process of scheduling a follow-up inspection now.

  Customer Answer

  Date: 07/08/2025

  
  
  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:06/30/2025

  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 Saturday, May 10th, Len the Plumber came to my home to assess a plumbing issue. I paid a $1,900 deposit for proposed work, which we later had to cancel due to both the excessive cost (400% higher than a reputable local company) and the time delay to start the job. The job was never started or performed.
  
  On Tuesday, May 13th, ****** ****** from Len the Plumber left me a voicemail and followed up with a text message (which I still have), confirming that I would receive a refund of $1,552 (the deposit minus a $348 assessment fee) within 7–10 business days.
  
  As of June 11th, I have not received any refund.
  
  I have called the number she provided (610-256-9075) multiple times, but it always goes straight to voicemail. ****** identifies herself as being with Len the Plumber but never returns my messages. I have also sent two follow-up text messages, both of which have gone unanswered.
  
  In addition, I have contacted Len the Plumber’s main number and was told they would “pass it along to management.” Still, nothing has happened.
  
  This has put my family in a serious bind. I have two young children, including one with special needs, and I am also a caregiver for my 71-year-old mother. My wife and I are both public school teachers, and this $1,900 charge—which should have been largely refunded—is the equivalent of a mortgage payment.
  
  All I want is for Len the Plumber to honor their own written and verbal promise and return the funds owed to me. The service was not provided. The amount retained for the estimate was clearly communicated and acceptable. What is not acceptable is complete silence, broken promises, and lack of resolution.
  
  Resolution Requested:
  
  A refund of $1,552 to my credit card immediately, as originally promised.
  
  Written confirmation that the refund is being processed.
  
  Accountability for the delay and poor customer service.

  

  Business Response

  Date: 07/03/2025

  We thank Mr. ***** for bringing this to our attention and apologize for the delay. ****** is no longer employed by our company. We cannot be sure that his messages were received by the appropriate staff after her departure. Mr. ****'s refund was processed last night (see attached transaction confirmation) and should hit his account within the next few business days. 

• Initial Complaint

  Date:06/16/2025

  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 had an issue where my  hvac  wasn't cooling my home. Len the Plumber technician comes out, asks me to authorize 1033 dollars to perform a leak detection. Technician informs me that the HVAC  coil is leaking but who cannot identify where. While I was on a phone call the tech suggested my other condenser get filled with refrigerant and a new capacitor, but also installs a 617 dollar "start kit" without my approval.Recommends I call a sales rep for a new HVAC  system. I'm still charged over 2400 dollars for under an hours worth of services Sales rep comes over, quotes me ****** for a new HVAC  system. Very pushy. Still trying to resolve my issue, I have another company come look at the HVAC  system, where he identifies the location of the leak in 20 minutes. Charges me 140 dollars.Len the Plumber charged me 1033 dollars to perform a leak detection that didn't happen, and 617 dollars for a "start-kit" i wasnt aware of. Refund  this purchase. The invoice indicates that I signed and agreed, however we did not go over the itemized invoice.

  

  Business Response

  Date: 06/19/2025

  Thank
  you for bringing this matter to our attention. We understand your concerns and
  take your feedback seriously.
  Our
  management team has reached out to you via email in an effort to address and
  resolve this issue. At this time, we are awaiting your response to move
  forward. For your reference, we have attached a copy of the email that was
  sent. We
  look forward to hearing from you soon. 

   

  Mr. ********,
  Thanks again for bringing your
  concerns to our attention. After reviewing everything, including the
  technician’s detailed notes, your signed invoice, and the follow-up estimates
  provided by our comfort advisor, I wanted to clarify a few points.
  The invoice you signed clearly
  outlines each item authorized, including the advanced leak detection,
  installation of a hard-start kit, capacitor, and refrigerant charges. Our
  technician's documentation specifically notes the leak was found within the condenser
  of your ***** system, and the other necessary repairs and their associated
  costs were explained and approved before proceeding.
  Regarding your experience with our
  comfort advisor, I reviewed the estimates that were provided. It appears we
  offered multiple options at different price points—not only the $30,000 system
  you referenced. Our records show several estimates, ranging from approximately
  $15,000 to just under $30,000, giving you flexibility and choice based on your
  needs and preferences.
  Given these documented facts and
  your clear authorization indicated by your signature, we believe the services
  and charges provided align properly with your approval. Therefore, a refund
  isn’t something we can offer in this instance.
  If you’d like to further discuss
  these details or review the alternative system options again, please feel free
  to reach out to us.
  Thank you for your understanding.
  
  
  *** *******
  HVAC Service Manager LTP Balt
  

• Initial Complaint

  Date:06/11/2025

  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.

  We had a power outage on Sunday 01Jun for about 8 hours that resulted in our hot water heater ( HWH) pilot light going out. We tried to light it Monday 02Jun with no luck and noticed the status light on the HWH was not blinking at all and figured something was wrong and called Len the plumber since they installed it and we had a monthly subscription with them for a year. Len sent a technician out 03Jun and he was at the house for 3 hours (1:45-4:45 pm) and showed my husband he got the pilot light on again. The said there was no charge since we had a subscription. We did or normal nightly routine put our 2 young children to bed and decided to check on the HWH before going to bed at 9:00pm. We opened the basement door to smoke pouring out and the fire alarms going off- we saw the smoke coming from the HWH and it was on fire and still had the pilot light on and calling for hot water. We manually shut off the HWH and gas. We called and reported it to Len that same night. We called again and asked for someone to come out and that is when they sent the same tech out 05Jun and they said that they could touch the hot water heater and just took pictures and left. We have not had hot water since 01Jun and after several back and forth Len confirmed 09Jun via phone they would not be helping in any way. They said the tech just reset a button and we had to ask for the report several times before they sent to us that only says 'attempted to light pilot' and my husband saw him take apart the gas line and other things to trouble shoot and he did get the pilot light going so we said that is incorrect and said it didn't make sense that a tech would be there for 3 hours to hit a button. We just wanted a resolution but they aren't willing to acknowledge or help in any way when we have been nothing but calm and understanding and had to chase them for any type of communication. We are beyond disappointed and frankly scared a company would be this carless and no interest in a resolution.

  

  Business Response

  Date: 06/11/2025

  Although the Labor
  Warranty on this installation had expired, we did send a technician out twice at
  no charge, on 6-3-2025 and 6-4-2025, in an effort to assist this customer. The
  customer admitted to having another company retrofit the water heater, after
  our installation was complete. This action voids their manufacture warranty.
  Our technician notified the customer that they would need to reach out to the
  company that installed this fan as it did not sound in good working order. At
  that time the customer stated that he was not worried about it.
  
  We’ve since spoke with the
  manufacture, Bradford White, and have confirmed that the customers action does
  void their warranty (Reference number #**********).
  
  Again, we advised the
  customer to reach out to the company that retrofitted the water heater for
  further assistance and service. We also request that this customer notify their friends and family of the full story and ask that they take down the negative reviews online that point false blame at our company for this situation.

  

  Business Response

  Date: 06/16/2025

  This case was escalated to regional management and thoroughly reviewed. The Office manager has spoken
  to the homeowner and is in the process of issuing a refund. I've been informed that the customer has
  agreed that issuing a refund on the initial install of the water heater will be
  a resolution to the incident. Thank you.

  Customer Answer

  Date: 06/17/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23452755, and find that this resolution is satisfactory to me with the refund of $3118.
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:06/04/2025

  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 24,2025 I noticed a small drip from a pipe in my basement. I called Len The plumber and made an appointment. A tech arrived and said that it was a very minor repair which he did in about 10 minutes. Long story short, he did not fix the problem and went to my upstairs bathroom and cut a hole in back of my shower. He found nothing wrong. He then stated that he had to cut a hole in my kitchen ceiling. (I have plaster ceilings and walls). Again, no leak detected. He then stated that he would have to take down a wall in my dining room. My wife flipped out and said please call someone else. The tech called a supervisor who arrived shortly. He told the tech that you start low and then work your way upward. (The tech was very nice but very young). The supervisor found the very small leak in about 5 minutes. Another hole (approx. 10x10") had to be cut in the wall to access the leak. The leak was repaired in approx. 10 minutes. The tech apologized numerous times. I was then billed $1592.80 which i paid on two credit cards. I then had to call a repair person to patch my ceiling (which cost $585.00) I called Len The Plumber and asked to speak with someone. I spoke to Asia, who told me that I would receive an Email from a manager named ****** ******** in 24-48 hours. I received a call from him and explained that I thought it would be acceptable to split the cost of the ceiling repair since it had been unnecessary to chop a hole in my ceiling. He agreed and asked me to email him a copy of the repair invoice which I did. He emailed me on Tued, 4/29 and stated that he had received the invoice and would show it to his branch manger and get back to me with a response. It never happened. I called numerous times and nobody would help me. On 5/27 I spoke to a gentleman who eventually connected me with ****** ****** who said he was a branch manager. He listened to my story and agreed that they would split the repair bill and I would get confirm. Nothing.

  

  Business Response

  Date: 06/05/2025

  ******************Thank you so much for your patience. Our Finance Department has confirmed that they received the appropriate paperwork to process your refund on 6/1. Unfortunately, it can take up to 20 Business Days for funds to reach a customer's credit card account. We apologize for the delay but do not have any control over that time frame. Thank you.

  Customer Answer

  Date: 06/05/2025

  HI and thank you for your very quick response to my problem.  As I understand it, Len the Plumber responded and stated that my refund would take up to twenty days to process.  I never received a response from any of the numerous people I spoke to, even though I was assured that a manger would get back to me.  The last "manager" I spoke to (****** ******) fully agreed to the partial refund and told me that I would receive an email the next day with a confirmation ( I also have all of the receipts and pictures).  I have worked all of my life in the customer service industry and I have never seen such blatant follow through as displayed by Len The Plumber.  To me, this is what is wrong with businesses today.

• Initial Complaint

  Date:05/19/2025

  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.

  I had an appointment to get a complete hvac system installed (inside unit, outside unit, air purifier, dehumidifier, etc. It was installed on May 9th. I notice that the air wasn't cooling off eve with the thermostat set at 65 degrees. They sent a technician out. There was a leak in the outdoor unit. All the refrigerant was gone. They said they would make a decision of what to do. Found out they were going to replace the entire system. I have asthma and it was extremely humid. They then sent another technician out to install this unit that has a tube hanging out the window, until a replacement unit could be gotten. I come home from work and that cooling system leaked water all over my wood floors. I called the company and dispatch says they have bo one that can come out and trolace the unit. "SORRY!" So my dog and I had to turn the cooling system off and use bounty paper towels to clean up the water. No one care that I cannot breathe, but they have over $15,000 in payment.

  

  Business Response

  Date: 05/23/2025

  Apologies for the delay in response. The leaking issue was resolved this past Wednesday. Regarding Ms. ************** floor, she is currently out of town and expected to return by Wednesday. Once shes back, well be able to assess any potential damage and/or additional actions needed. Thank you.