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

  7 Chelsea Pkwy Ste 709 Trainer, PA 19061

  
• 

  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

  

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:01/30/2023

  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.

  I contracted with Len the Plumber (LTP) on November 18, 2022 to (a) install a new water heater, and (b) re-pipe my entire house. I paid $10k for this job.
  
  LTP completed the work on November 28, 2022, with the exception of connections to bathroom fixtures that were pending delivery.
  
  The fixtures arrived early January. LTP came back out to connect to the fixtures. I was told the original contract did not include installation of the fixtures, only connecting new pipes to the fixtures. On January 9, 2023 I was quoted an additional $2,500 to install the fixtures and move the shower drain. This contracting seems predatory, as a form of bait and switch.
  
  I called another plumber for a quote on fixture installation. They indicated I needed to have a permit inspection for the existing work before they would work on the plumbing. LTP never mentioned anything to me about permits. I called WSSC Permitting Office for the water heater inspection. On January 27, 2023 WSSC noticed the full re-pipe and noted that there was no permit for the re-pipe. LTP pulled a short-form permit for the water heater but did not pull a long-form permit for the re-pipe. WSSC is planning to put a Stop Work Order on my home if LTP does not pull the permit by Friday, February 3, 2023.
  
  I have five complaints following this sequence of events: 1) LTP did not pull the requisite permits to complete the re-pipe 2) LTP did not mention anything about permits to me at any time before or after the work, nor did they order the permit inspection after completing the work 3) the water heater will fail its inspection because a flue liner was not installed 4) LTP quoted and charged me for an incomplete job, knowing that I would have to have fixtures installed 5) the original service manager and plumber with whom I worked to complete the first job have become unresponsive to me and will not return any of the multiple messages I've left with LTP.

  

  Business Response

  Date: 02/06/2023

  We have been in contact with the customer, and he said he
  would retract the BBB claim seeing as there were discrepancies in the case he
  filed against us. The customer acknowledged that the $2,500 fixture
  installation was actually never a part of the original contract. He then stated
  that he would still like LTP to perform that work.  As a result,
  we will be completing work at an agreed total. 
  County permitting was always being handled by us. A short
  form permit was pulled for the water heater right away. A few days later, a long form permit for the re-piping of the
  bathroom, kitchen and laundry room was submitted and is currently in process.
  It was also agreed upon that If any issues arise with the
  inspections, Len the Plumber will correct them. 

  Customer Answer

  Date: 02/06/2023

  
  
  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.

  Thank you for addressing this matter. The business and I have agreed to work together to resolve my complaints. Thank you.

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

• Initial Complaint

  Date:01/23/2023

  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.

  Len the Plumber came to my house on December 24,2022 I had speak with a leaky pipe under kitchen sink. Plumber installed a clap , said it was repaired, charged me $385.00 Next day pipe leaked water all over my floor.Plumber came back said it was a different leak, continue to leak. Plumber came again stated the cost would be 400 to 700.00I had 2 other estimates and was told they did nothing. I had another company resolve the problem, cost me less money I want a refund from Len the Plumber. Filed complaint with my bank. Called Len The Plumber , no response back.
  

  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2023/01/24) */
  A full refund is being processed by the Service Department responsible for this service call. Thank you.
  
  
  Consumer Response /* (2000, 7, 2023/01/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I except their response , that the money I paid will be refunded back to me.

• Initial Complaint

  Date:01/20/2023

  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.

  12/20/2022
  Len the Plumber (Horsham, PA) came to work on upstairs tub and sink that wouldn't drain
  Tech snaked the tub but said he "couldn't do the sink"
  Asked for check for $368 and photo deposited it
  Sink overflowed into vanity cabinet below (2" water)
  Called bank within 1/2 hour to cancel payment but already deposited
  Needed another company to come drain the sink

  

  Business Response

  Date: 01/24/2023

  Good Morning, we have tried contacting her multiple times this week and last week, and we left numerous voicemails:
  
  1/18 called and left voicemail
  
  1/19 called multiple times and voicemail
  
  1/23 called multiple times and voicemail
  
  
  
  Regardless, we are issuing a refund. Thank you.

• Initial Complaint

  Date:01/19/2023

  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.

  Filing on behalf of my employer who is a 85 year old immobile woman, I am her caretaker. She is unable to use any other bathroom than the one in her bedroom downstairs. On December 29th, we had a plumber named Sawma Mal come and snake the downstairs toilet as well as replace a old part. He quoted us around 2,100 fixed it and left. After leaving, I noticed he left the bathroom a complete mess leaving the old toilet parts and all the paper towels he used to clean up fecal matter overflowing in her small bathroom trash can. Because the situation was dire, I cleaned up the disgusting mess and just hoped the plumbing problems were fixed. This past Saturday the 14th of January, the same problem arose and because I was out of town, I had a family friend again call the company and when I got back I saw she had been quoted another almost $700 to fix a problem that should've been long done and plumber Naree Hawkins came, once again snaked and fixed the leak and left. I returned from a errand to see the toilet in a absolutely disgusting state with the top of the toilet in her living room and the seat on the ground. When I called reporting the mess, Naree sounded pretty annoyed but seeing as we have spent over 3,000 in less than a month on the company it really isn't asking much too much to double check their handiwork. He arrived put the toilet seat on the toilet and said he wasn't required to clean the inner mess that was created from the flood and left. At that point, we were both exhausted and looking forward to just have the toilet working again. However, today the toilet has once again start overflowing and leaking profusely. This has been a very exhausting process and I'm simply looking for the problem to be fixed. If they are incapable of fixing it, that would've been helpful information before spending a couple grand on a issue that is still not fixed.

• Initial Complaint

  Date:01/16/2023

  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 company came out to service our sump pump in May 2022 and I paid the technician at the time of service. They are calling me now in Jan. to say they did not get paid. Plus, they charged an emergency fee but did not come out until the next day. So, they are expecting me to go back all the way to May to find on my statements proof of payment to them when I know I paid them because he made me pay before he could even go to the warehouse to get the new sump pump. I told they should write this off their books since this was not my fault and expecting a customer to go back and research where it was charged on their account almost 7 months later is unexceptable. Truly a mistake on the technician's part to not have taken the payment correctly. So, then I have the GM from the company calling me Mike M*********** and basically threatening me he was going to turn me over to collections and when I told him to not threaten me and he stated it's not a threat it's a promise. Very unprofessional and a jerk on the phone. Not the way you would talk to a customer at all or should at least. So tired of dealing with jerks especially when it is their screw up not mine. They should have sent me a bill a long time ago or called me in June if they had issues with something. They were asking me something about a wells fargo account and I don't even have a Well's Fargo acct. but to email me for payment 7 months after the service is ridiculous.
  

  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/21) */
  We are working with Ms. **** to come to resolve this matter. Thank you.
  
  
  Consumer Response /* (2000, 8, 2023/01/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:01/01/2023

  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.

  Len the Plumber was contracted to do replacement part and installation of bleeder valve at my rental property on 10/31/2022. The company was contacted numerous times at which I requested to speak to a manager to find out why my boiler sustained severe water damage resulting in "No Heat" for up to 6 days for the occupants residing at property. Not only, did the technicians compromise the boiler system they deciding to disconnect the 3rd floor radiator and cap the pipes leaving my tenant without heat. I was never contacted by Len the Plumber as a result of the services not completely rendered but I had to reach out to their dispatch the evening of 10/31/2022 where I was bounced around because no one knew what occurred at the property. I eventually ask to speak to the technician Shane and he told me that the boiler required a part to make the heat come on which was strange because the heat was working properly before the day before when his diagnostic was completed and the same-day prior to their arrival.
  
  Len the Plumber has been giving me the run around and I asked more than three times for a copy of the invoice/receipt since they only done a small fraction of the job. I also requested a copy of their insurance to file a claim for property damage which they refused to do and finally received a call from Dan or Danny on November 4th to inform me a master plumber will be at the property to look at the boiler. I met with Blaise that same afternoon around 4 o'clock and showed him video footage of the technicians negligence of protecting the electronics of the boiler from water damage that they caused resulting in No Heat and not finishing up the work they were hired to do. At this time, I have not heard from anyone from the company since Blaise has been out to my rental home and would consider this to be job abandonment and termination of contractual services by the merchant. Len the Plumber has not shown any accountability and refuses to refund my credit card charge.
  

  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 8, 2023/01/06) */
  The Branch Manager at our PA-DE location has negotiated a mutual agreed upon resolution with Ms *****.
  
  
  Consumer Response /* (3000, 10, 2023/01/09) */
  
  Good evening *****,
  
  Thank you for your recent follow-up and I did receive the credit back on my card ending in **** on or about 1/7/2023.
  
  Regards,
  ****** *****
  
  

• Initial Complaint

  Date:12/26/2022

  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 used lentheplumber earlier this year to address a few plumbing problems. We were advised to replace a faucet in the sanitary tub and the faucet connecting the tub/ shower. He also advised replacing the tub. After agreeing to the work he replaced both faucets and the tub. However, in doing so he had to remove the toilet to replace the tub. For some reason, he decided to use the old ring that supports the toilet and not a new one. Months later we noticed the ceiling in the kitchen was wet. We were able to get another plumber to come and look it over. The new plumber had to open the ceiling and saw major damage caused by water leaking from the toilet. He said the job was poorly done and they just connect old pipes and fittings and some were not even secured. The damage ruined the bathroom floor as well as the kitchen ceiling. He had to replace some fittings, the bathroom floor and tiles. I wrote to lentheplumber and a service manager called but I could barely understand him. He gave me an email that I wrote but it came back as does not exist. I called Andrea A******** at Lentheplumber and also sent her an email and documents but have not heard from her. I would like to be reimbursed the cost for repairing the damage lentheplumber caused.
  

  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/06) */
  The customer contacted Len the Plumber in October to voice his concerns about work performed. A Service Manager reached out at that time and had a phone conversation with the customer requesting that photos and an invoice for the repair work performed by another contractor be sent to his email address. The Office Manager reached out to the customer after receipt of the BBB concern and after having a conversation with the customer learned that the customer sent an email, but it was undeliverable to the email address the customer had on record. The Office Manager sent the customer an email and received a response with copies of the requested documentation. The Branch Manager reached out to the customer and reached a satisfactory resolution which included a partial refund. It was not the intention of Len the Plumber to not attend to the customer's concerns. At this time, both the customer, and the Company are happy that a resolution has been met.
  
  
  Consumer Response /* (3000, 7, 2023/01/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am waiting for the reimbursement of funds to cover the damages and repairs by lentheplumber. When I receive them then I will leave a positive response.
  
  
  Business Response /* (4000, 9, 2023/01/13) */
  Our accounting department has confirmed that this refund is complete. Thank you.
  
  
  Consumer Response /* (2000, 11, 2023/01/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  We received confirmation of the refund of $1,950.00 to our credit card this morning. 1/16/2023. Thank you for your help. We could not have done this without you.

• Initial Complaint

  Date:12/15/2022

  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 a pipe flood my basement on Friday 12/9/22. I called Len The Plumber and they sent out a technician who looked at the problem, stated that it is probably a water company problem, and to call them to fix it and he left. I had the water company come out and look at the problem and they said it is not their problem and that I needed to call the plumber. I called Len The Plumber back and had them come out again only to tell me that they cannot get a backhoe till Monday to start the repair. They stated it would be a one day job, and then I would have water by Monday night. Monday comes, the staff shows up, but no equipment was delivered by the manager Jerry until hours after they were promised a delivery. The staff tried to utilize the improper equipment that ended up being delivered and were unsuccessful. They wrapped up for the day and said they would be back tomorrow since the supplies were late and the job was not completed. The staff came back on Tuesday attempted to use the backhoe that was delivered and stated it was too small. They notified their manager Jerry who I was told said that they would have a new backhoe delivered the same day. When I called and complain to the company about why they staff were standing around not doing anything, Jerry stated he called and cannot get a backhoe until Wednesday morning at 9 AM so the staff packed up again for the day and left. They arrived again on Wednesday morning at 9 AM waiting for the backhoe to be delivered as Jerry stated, and the backhoe was still not here at 10 AM. I called Jerry again and asked what is the problem and he stated that it was coming between nine and 10 but this was at 10:10 and it was still not here. The new Backhoe did arrive around 1020 and the staff did attempt to pull the pipe through the ground with the new backhoe. They were unsuccessful at moving the pipe with the new backhoe, and had to dig up the whole lawn. I knew that this was a possibility, but it could've been solved Monday!

  

  Business Response

  Date: 01/01/1900

  Business Response /* (1000, 6, 2022/12/20) */
  This case has been closed on our side. Our Branch Manger and Ms. ****** were able to come to a mutually agreed upon resolution. Thank you,.

  Customer Answer

  Date: 03/07/2023

  I have not reached a mutually agreed upon solution to this complaint. I was left with a financial and legal mess by this company! 

• Initial Complaint

  Date:12/13/2022

  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 November 22nd I called Len the Plumber out of Boothwyn PA to clear a clog in my underground sewer pipe. The Technician came out and snaked out the pipe and freed the clog. I paid $709.00 for the cleaning and have video taken of inside of the pipe. The next day, another technician came to my property to record a video of my underground sewer pipe. Since I paid for the service of having the clog removed and having the video done.
  I have not received a copy of the video that I have paid for.
  I've contacted the Len the Plumber at the Boothwyn office and asked for a copy of the video on December 9th 2022.
  I have not yet received the video.
  I also can not open the receipt of the work that they emailed me.
  So I have no receipt.
  I would like a copy of the video and receipt.
  
  Thank you
  

  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 7, 2022/12/22) */
  Good Afternoon, We have called, left voicemails and emailed Mr, ******. We are willing to send a technician back out to camera the line, if that's what they want. Below are the times and days we tried contacting this customer. Thank You!
  
  Two emails were sent to customer Tuesday 12/22, and Thursday 12/22
  A Manager called and left message on Tuesday 12/20 at 1pm and Thursday, 12/22/22 at 1:54pm