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.

  3610 Commerce Dr Halethorpe, MD 21227

  
• 

  Len The Plumber

  8890 McGaw Rd, Ste 320 Columbia, MD 21045

  
• 

  Len The Plumber, Inc.

  2091 Springdale Rd Cherry Hill, NJ 08003

  
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  Len The Plumber

  550 Forest Glen Rd Silver Spring, MD 20901

  
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  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:11/13/2025

  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 a corroded pipe failure on the toilet tank feed line which caused us to have to turn off water to the entire house. We had an existing 1-year service contract for heating and plumbing with Len the Plumber, so we called them over the weekend to schedule a repair. The repairman did not show up until that following Wednesday, yet he tells us there is a rush charge and that because of that and the high risk of the repair, the cost would be higher in order to guarantee their work. The wall had already been opened up and all they had to do was cut the pipe, clean the ends and install a compression fitting using a special tool. We supposedly get a discount yet the plumber forced us to pay $1100+ or he said he would leave. He was very beligerent and said they wouldn't send anyone else out if we refused to pay we could just sit without any water to the house. He also said they he would charge us several hundred dollars just for showing up. Very predatorial, very disrespectful and after all was said and done, he says they won't guarantee any of the work even though that was why he said the costs were high along with the 3-day request turn around time he was claiming was a rush - doubling the cost.We have tried to rectify this through Len the Plumber directly but they refuse to acknowledge our request and have ignored us over several months along with an HVAC checkup that went south when they broke a working system. We will be filing a separate complaint on that issue which cost us money to fix what they broke.We expect to be refunded the difference between a reasonable non-rush charge (3 days to respond on a weekday is not a rush). We have since found a more professional and reliable plumbing service and they said the most they would have charged under any circumstances for the repair would have been $350. So we expect a refund of the difference between reasonable costs and their charges in the amount of $768.

  

  Business Response

  Date: 11/17/2025

  Thank you for taking the time to share your concerns. Were sorry to hear about your experience and appreciate the opportunity to address it. After reviewing your case, our management team has approved a refund request in the amount of $768.00. Once the refund is fully processed in our system, the credit will reflect on your account within 1421 business days. We appreciate your patience and thank you for giving us the opportunity to make this right. 

• Initial Complaint

  Date:11/03/2025

  Type:Product 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.

  2 years ago I had a heater installed & it has malfunctioned countless times. I take care of my elderly mother with dementia & when the heater stops we have no hot water either. Numerous techs have replaced parts & some have visited 3-4 times. My ********** are currently in a hotel, but due to her needing constant supervision I can't seek outside employment & the stay is out of pocket. The latest tech ordered parts, but even thier manager is unsure of how long until we have heat & hot water.

  

  Business Response

  Date: 11/06/2025

  Our Service Manager has spoken directly with the customer regarding this matter. A member of our team visited the customers home today, November 6, 2025, and successfully got the system up and running.
  We appreciate the customers cooperation throughout this process and are glad we were able to resolve the issue. Our team remains available should the customer need any further assistance.

• Initial Complaint

  Date:11/03/2025

  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 hired as our sink was backing up when the dishwasher ran, the gentleman snake the drain and said good to go, we ran dishwasher it immediately backed up in the sink again. We contacted same day to indicate problem was not resolved and ***** from *** just began berating me about no warranty, doesnt matter if they just left we will not stand behind the work and we will not send them back out unless you are willing to pay the full charge again. They literally didnt provide the service we contracted with them and only tried to upsell us to tear out our line from the house to the street for $14,000. The plumber we had out on the second visit said they never bothered to check where the actual clog was and that it was higher in the line, he cleared it for $120 in under 10 minutes. Terrible service with worse customer service. They did not diagnose the issue and went straight for the highest price in the main line on the house. I even tried to call back a second time and was immediately berated again that I should not be calling and the issue was I refused the $14,000 recommended fix - when the clog was in fact 8 feet before the main line in a sink drain.

  

  Business Response

  Date: 11/04/2025

  We sincerely apologize for the experience you've had with us. Weve shared your review with our management team, and we are happy to inform you that they have now reached out to you directly to discuss your concerns. A resolution has been reached and thank you for sharing your feedback with us. 

• Initial Complaint

  Date:10/27/2025

  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.

  In May of this year, I had my well pump quit working and we stopped getting water into our house. We called *** and they sent a technician named JP who came and said that my well pump could be replaced same day no problem, and quoted approximately $10,000 to replace the pump and install a filter inside of the house, because we did not have one at that time. We have lived in our home since 2022 with no filter on the water and it was clear until the pump stopped working. Because of the urgency of the situation, I called JP back the next day and told him that we would go with ***. He came and took a 3k down payment from my wife and I. I can't recall if it was the same day or the next, but he showed up with a colleague and rope and attempted to take my old pump out of the well. When they tried to remove it that way, they dropped the pumped, which weighs several hundred pounds, and it fell several hundred feet to the bottom of my well. They then left our house and left it there while *** (JP and his manager *****) called around for an actual expert in ***** like mine (steel). A nice man named Mr. ******* showed up with a truck and long crane hooked up to the end that he used to retrieve the pump from the bottom of the well. Mr. ******* informed us when he did that there was a good chance that the well tank was busted when the multi-hundred-pound pump was dropped by the *** technicians using rope. Sure enough, when *** finally came back to install the new well pump, they also came inside and installed a triple filtration system that I never requested, I assume hoping that this would make the water clear enough. But from the first week that the new pump was in, the filters have been full of soot from the contaminants getting into the busted well tank. *** has told us that their insurance company apparently won't pay for their recklessness in trying to replace my pump with two guys and rope so I have a dying well tank and need a new one ASAP.

  

  Business Response

  Date: 10/30/2025

  Thank you for allowing us the opportunity to respond to your concern. We are truly sorry that you are not fully satisfied with the service provided and the refund process.
  After a thorough review of your case regarding the well pump replacement, we confirmed that the original pump had been dropped and later retrieved successfully. We then installed a new pump and issued a full refund to you. In addition, as part of our commitment to ensuring your system was restored properly, we provided extra services including installation of a new filtration system and a larger interior holding tank to help improve water flow.
  Our team made several return visits to confirm that all components were functioning correctly. Even after the claim was denied, we did not request any further payment for the products or services provided.
  When we first arrived, the system was not operating, and it was unclear when the damage to the unit originally occurred. However, throughout our visits, we were able to achieve proper water flow and believe that all reasonable steps were taken to ensure your system was functioning at its best during our service period.
  Once again, we sincerely apologize for your experience and truly hope everything will be resolved to your satisfaction soon.

• Initial Complaint

  Date:10/27/2025

  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.

  Dear Better Business Bureau,I am submitting this complaint regarding a service issue with Len the Plumber located in ***********, *********On October 22nd, 2025, a technician named ****** ******* from Len the Plumber visited my home at ********************************************************************************* for a routine furnace maintenance check. Prior to the visit, my furnace and heating system were functioning properly. However, during the service, the system stopped working. I was then informed that there was a short in the motherboard and that it would need to be replaced.The technician appeared to be on the phone with another person throughout most of the visit and only provided updates when asked directly. This raised concerns about whether the work was being done correctly. After the visit, the furnace no longer operated, and we were left without heat.I immediately contacted Len the Plumber by email on October 22nd, ****************************************************************************************************** replacement work. I also requested a copy of the technicians notes, diagnostics, and findings. As of October 24th 2025, I have received no response or acknowledgment despite a follow-up email sent two days later.This lack of communication and accountability has left my household without heat and created additional stress and expense.I am requesting that Len the Plumber:Acknowledge and respond to my communication.Send a supervisor or senior technician to inspect the furnace at no cost.Provide a copy of all technician notes and findings from the visit.Take responsibility for any damage caused during their service if confirmed.I have attached copies of my email correspondence with the company for reference.Thank you for your attention to this matter. I look forward to your assistance in obtaining a fair resolution.Sincerely,******* *** *********************************************************** ************** **********************

  Customer Answer

  Date: 10/27/2025

  I would like to provide an account of my recent phone interaction with the manager from Len the Plumber, as I found the conduct during that conversation to be highly unprofessional and dismissive.
  During our call, I attempted to calmly explain my concerns regarding the service that took place at my home, specifically that the furnace was fully operational prior to the technicians visit and ceased functioning afterward. Rather than receiving support, the tone of the conversation shifted abruptly. The manager questioned my intentions in an inappropriate manner, including asking whether I expected him to fire the techniciansomething I never requested or implied. My only objective was, and continues to be, a fair resolution based on the circumstances.
  Throughout the conversation, several statements were contradictory. For example, I was told that the technician reported the furnace was not working upon arrival, yet I was also told that the manager was initially unaware of any issue. The manager also insisted that the technician has years of experience, despite acknowledging he has only been with the company for a year. My intention has never been to dispute a technicians background but rather to address the clear change in the condition of my system immediately following the service.
  I expressed that anyone can make an honest mistake, and that I fully understand things can go wrong during service. I also stated very clearly that I am not seeking for anyone to lose their job. I simply expect accountability and an appropriate resolutionparticularly given that I was informed the company normally stands behind their work if something is mishandled.
  Unfortunately, instead of working toward a solution, the manager suggested that I was attempting to receive free services. This mischaracterization of my request, combined with the condescending tone and argumentative approach, left me feeling disrespected, dismissed, and belittled as a customer.
  At that point, I felt it was best to end the call and pursue further escalation. Only after the call ended did the manager follow up by text offering a partial resolution. However, I believe the same professional approach should have been provided during our initial phone conversation.
  

  Thank you.

  

  Business Response

  Date: 10/30/2025

  Our manager has been in contact with Mrs. *** regarding her concerns. We have been informed that once the necessary replacement part arrives, our team will reach out to her to schedule a visit and complete the repair. We appreciate her patience and understanding as we work to resolve this matter as quickly as possible.

  Customer Answer

  Date: 11/03/2025

   
  Complaint: 24060859
  
  I am rejecting this response because:
  Dear Better Business Bureau,
  I am writing in response to the companys recent statement regarding my complaint against Len the Plumber Heating & Air. I respectfully deny their version of events and wish to provide clarification and additional context to support my original complaint.
  While it is true that I spoke with a manager following my initial complaint, the central issue remains unresolved. From the start, my request has been to understand what procedures and accountability Len the Plumber has in place when a customers system becomes inoperable during a routine maintenance visit.
  To clarify:
  Our furnace was working properly prior to the service visit. We did not contact Len the Plumber for a repair issue. Instead, Len the Plumber contacted us to schedule our annual HVAC maintenance, which took place on October 22, 2025, with technician ****** *******.
  At the time of his visit, our A/C was running. Mr. ******* turned off our system to begin the maintenance and then informed me that he needed assistance, as he was unfamiliar with our furnace type. He was on the phone for a large portion of the visit seeking guidance from another technician or manager.
  At no point during the service did he explain what was being done nor show me any issues, or provide documentation or photos of any supposed problem. Only at the end was I informed that the motherboard had a short and needed replacementat a quoted cost of $1,200 (later discounted to 50%).
  Given that our system was functioning prior to the technicians visit, I find it unacceptable that we are now being held financially responsible for a failure that occurred only during a routine maintenance service initiated by the companynot by us.
  After I emailed customer service twice with no response, I filed a BBB complaint. Only then did the manager contact me. Unfortunately, that conversation was highly unprofessional, dismissive, and disrespectful. Instead of addressing my concerns, the manager repeatedly accused me of just wanting free service and stated, You just want me to fire my employee. At no point did I request such actionI only sought clarity on what occurred and a fair resolution.
  Instead of continuing the back-and-forth about who said what, I ask that Len the Plumber refer back to the phone call that took place on Monday at approximately 12:45 PM between myself and the manager. If calls are monitored and recorded, that conversation will clearly reflect how the manager spoke to mein a highly unprofessional, dismissive, and condescending manner.
  The managers tone and approach were unacceptable and made me feel belittled as a paying customer. I am seeking accountability not only for the damage caused to our system but also for the managers misconduct and unprofessional behavior in handling this matter.
  Despite these issues, Len the Plumbers response to the BBB incorrectly states that I agreed to proceed with the repair. I did not sign off on any invoice or authorize the part order, as we are still not satisfied with how the matter was handled. We have also lost confidence that the company can return to our home and perform the repair in good faith, given the prior experience and lack of accountability.
  At this stage, we respectfully request that:
  A senior-level manager or corporate representative (above the original manager) review this matter and contact us directly.
  The company address not only the unresolved technical issue but also the unprofessional conduct displayed by management during the handling of our complaint.
  This situation has caused unnecessary stress, inconvenience, and concern for us as customers. We remain willing to communicate in good faith but expect a respectful and transparent resolution.
  Thank you for your attention to this matter.
  Sincerely,
  ******* ***
  ***********************************************************
  **************
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 11/04/2025

  We appreciate the opportunity to provide clarification regarding this matter.
  Our Service Manager has been in direct communication with the customer regarding their concerns. As reflected in the attached email correspondence, our manager and the customer discussed the situation in detail and reached an agreed-upon resolution with our team. The correspondence shows that the customer was offered a fair resolution and confirmed their agreement to move forward.
  
  

• Initial Complaint

  Date:10/27/2025

  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.

  Had a new heating system installed which cost $****** the beginning of September. Decided to try it out at 3 or 4 weeks ago before it started to get cold. Did not heat up. Called the salesman he said he would send a technician out to check. The installation team installed a wrong valve. He asked me if they checked it before they left. I said no the went and bought a key to bleed the radiators before we used it . The installation team is supposed to do that. New technician came put to ***lace the valve didn't have it had to order it. Came back ***laced the valve and found the drain pipe was also installed incorrectly.. he came and fixed that. Call the sales *** to have someone call me been 2 weeks no call no response. You pay ****** and not installed correctly....the technician who came out was absolutely amazing. He fixed everything. So if you have something done by them make sure it works before they leave

  

  Business Response

  Date: 10/30/2025

  Our Install Manager reached out to the customer on Monday and followed up on Tuesday to address the questions that were raised. We want to ensure all concerns are fully addressed. Our manager will be reaching out again, and we kindly ask the customer to please respond at their earliest convenience.

• Initial Complaint

  Date:10/15/2025

  Type:Service or Repair 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.

  On October 10, 2025, at 5:10 p.m., I called to report a water leak in my basement caused by a failing ejector pump. I was told the issue would be treated as an emergency and that Id receive a confirmation by text and email. Two hours passed with no response. When I called back at 7:36 p.m., I learned the first representative never scheduled my appointment. My new confirmation came at 7:42 p.m. for service on October 11 between 8:00 a.m. and 11:00 ****** 8:06 a.m. the next morning, I received a call saying a technician would arrive within 45 minutes. He did not. After multiple follow-ups at 9:52 a.m. and 11:23 a.m., I was told he was en route from ********, **. He finally arrived at 1:30 p.m., then waited another 25 minutes before ringing the doorbell.He inspected the issue and quoted $2,673, claiming it included a new ejector pump, check valve, and all new piping. He removed the old pump, cleaned the pit, left to purchase a replacement, and returned over an hour later. The job ended around 6:30 p.m., with roughly four hours of actual ******** 2020, the same service without a check valve or updated piping cost $1,186. The new pump retails between $550$600, and a check valve is about $60, leaving nearly $2,000 charged in labor. The technician also reused the same vent pipe and installed only six inches of new piping despite stating all new materials would be used.This experience reflects poor communication, lack of urgency, and excessive pricing. I am requesting a detailed, itemized review of Invoice #**********, a fair price adjustment, and confirmation that this complaint is documented on my customer record.

  Customer Answer

  Date: 10/15/2025

  Good morning, the service manager of ****** the plumber has reached out to me and weve come to an agreement and I would like to remove this complaint completely.

  

  Business Response

  Date: 10/15/2025

  We do apologize for any and all inconvenience this customer encountered with our company. We have come to a mutually acceptable resolution, and we appreciate their patience during this time. Thank you. 

  Customer Answer

  Date: 10/15/2025

   
  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:10/07/2025

  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.

  On September 30, 2025, my basement toilet was backed up due to the drain being clogged. I called Len the Plumber. They sent a technician out to resolve the issue. The technician never resolved the drain clog and I was still charged $1764.93. I was told I had to pay this because I had signed an agreement. I was told to limit my water usage until I could find a solution to the drain being backed up. On my invoice it states that services include pulling and resealing a toilet which was never completed. The technician was friendly and professional. However, this business practices in price gouging.

  Customer Answer

  Date: 10/07/2025

  The issue has been resolved with the business and I wish to withdraw my complaint. 

  

  Business Response

  Date: 10/08/2025

  A Manager at the Branch has been in contact with the customer, and they have come to a resolution. Please note that any refund awarded may take 7-10 business days to reach a customers account. Thank you!

  Customer Answer

  Date: 10/09/2025

   
  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:10/07/2025

  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 September 16, 2025, I scheduled a technician visit with Len the Plumber to install a garbage disposal that I had already purchased. When I called, I was quoted about $300. Upon arrival, the estimate increased to around $370, but the final charge was $618.61more than double the original quote.While under the sink, the technician said in passing, Im going to replace these two pipes. These turned out to be fixture valves, billed at $414.81 each. I later discovered equivalent valves cost around $35. Charging over $800 for parts valued under $100 totaland doing so without proper discussion or consentis unacceptable.The technician also used high-pressure, fear-based tactics, insisting that our main shut-off valves needed immediate replacement or we risked thousands in water damage. When asked how he knew there was an issue, his only answer was, I just know.Throughout the visit, I asked for a written cost breakdown, but was met with evasive answers. Additional work was completed without authorization, and no transparent explanation was provided before, during, or after service.I later contacted a manager about an erroneous charge. It took three days and four attempts just to reach someone by email. When I finally did, I received a brief promise of a refund but no explanation. My follow-up emails outlining these larger concerns were largely ********** requesting a partial refund for unauthorized work, a review of pricing practices, and a commitment to better transparency and customer consent.

  

  Business Response

  Date: 10/10/2025

  Our management team has made multiple attempts to reach you by both phone and email to discuss your concerns in detail and work toward a resolution. We have not yet received a response. Please reply to our managers message or contact us directly at your earliest convenience so that we can address your concerns promptly and ensure a satisfactory resolution.

  Customer Answer

  Date: 10/14/2025

  On October 7th and October 8th I received a phone call from ******* *******. I have indicated repeatedly to Mr. ******* that I would like to keep all communication in written form. Mr. ******* emailed directly after the phone call on October 8th. I immediately responded and sent my previous email sharing my concerns and requesting a resolution. The email has not been responded to, and I have not received any more communication attempts from Mr. **************

  Customer Answer

  Date: 10/16/2025

  As stated in the previous communication, I did reply to Mr. ******* email immediately upon receipt. I am happy to share that with you if needed. The assertion that I have not responded is untrue. I will again, for the fourth time reply to Mr. ******* and share my concerns. 

  Customer Answer

  Date: 10/16/2025

   
  Complaint: 23975497
  
  I am rejecting this response because: I replied immediately to Mr. ******* emails. It was my third time sharing my concerns via email with no response. I will again, for the fourth time forward that email  to Mr. ******** The assertion that I have not replied is untrue, and I am happy to provide the email chain if needed. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 10/16/2025

  On October 8, 2025, our accounting team processed the approved refund request of $605.08, which was originally submitted on September 25, 2025. As noted in our communication, refunds can take 1014 business days to reflect on a customers account. We have also attached the email correspondence from our manager,*******, for transparency. This correspondence shows that communication and follow-up efforts were made by our management team regarding the customers concerns. At this time, the approved refund has been issued, and our manager has been in contact with the customer to address their concerns directly.

  Customer Answer

  Date: 10/16/2025

   
  Complaint: 23975497
  
  I am rejecting this response because: as stated multiple times I want the communication to be via email. 

  My concerns were not only the erroneous charge, which yes have been refunded but the predatory practices being utilized by this business. I laid out the concerns clearly for Mr. ******* four times now in writing. I continue to be called, despite expressing my interest in keeping communication written. He continues to ignore my emails. 

  This business preys on lack of plumbing knowledge, and then provides emergency scenarios to scare customers into work that was not requested. 

  Additionally, I stated that what I was quoted and what I end up paying are wildly different. 

  This business is purposefully being difficult in regards to keeping communication in written form.  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:10/02/2025

  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.

  On September 8 we had a new HVAC unit purchased and installed by Len the Plumber. On September 20 a sensor went bad at which time Len the Plumber made a note that this part was under warranty and to order the new part. The technician who preformed the service advised us to reach out to Len the Plumber to follow up on the part as early as September 24. I have called Len the Plumber on September 24, 25, 26 and October 2 to follow up. On September ***************************************************************** back by the end of that day and did not receive a phone call. I can only reach the customer service line who has refused to provide any other communication or details.

  

  Business Response

  Date: 10/08/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for the delay and lack of communication youve experienced. A member of our team reached out to you by phone on October 7, 2025, to discuss the current status. At that time, we explained that we are actively working on locating the replacement part and have prioritized your case for resolution. As of now, our team is continuing to track down the part, and we will provide you with an update as soon as we receive any additional information. We understand how frustrating this experience has been, and we are committed to ensuring this issue is resolved as quickly as possible.

  

  Business Response

  Date: 10/09/2025

  Our manager spoke directly with the customer yesterday and confirmed that the part is scheduled for installation today, October 9, 2025. We have also sent a message to our install team regarding the missed inspection and will follow up to ensure this matter is fully resolved. The customer expressed satisfaction that the issue is being addressed and has been provided with our managers direct contact information should any additional concerns arise.