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, Inc.

  2091 Springdale Rd Cherry Hill, NJ 08003

  
• 

  Len The Plumber

  6598B Fleet Dr Alexandria, VA 22310

  
• 

  Len The Plumber

  8890 McGaw Rd, Ste 320 Columbia, MD 21045

  
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  Len The Plumber

  7 Chelsea Pkwy Ste 709 Trainer, PA 19061

  

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:07/30/2025

  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,
  
  ***** *******

• Initial Complaint

  Date:07/24/2025

  Type:Sales and Advertising 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.

  Summary of Complaint:I'm filing this complaint regarding deceptive business practices and lack of disclosure by Len The Plumber related to a service contract tied to a recent HVAC repair.Incident Details:I had HVAC repairs completed by Len The Plumber. The work was satisfactory. However, after paying the invoice and signing off, I received an emailed copy of the invoice that included a clause enrolling mewithout my knowledge or consentin a 12-month service contract with automatic monthly ********** no point before, during, or after the service was this contract mentioned, offered, or explained. There was no opportunity to accept or decline it. The invoice terms state the contract auto-renews unless canceled in writing, and early termination requires full payment of the annual feemaking it financially punitive to cancel early.This practice of enrolling customers in recurring contracts without their consent or prior disclosure is deceptive and unfair.Consumer Impact:I'm now bound to pay for an unwanted service plan I never knowingly agreed to, with limited options to cancel. I was denied the chance to give informed consent or decline the offer.Resolution Sought:Written confirmation from Len The Plumber that the contract will not auto-renew.Written assurance that I will not be held liable for additional unauthorized charges in the future.BBB investigation into the companys practices around consent and disclosure.Supporting Documentation:Available upon request: invoice, emails, and service contract terms.

  

  Business Response

  Date: 07/28/2025

  We apologize for any miscommunication. At this time, we have taken steps to cancel this customer's service plan and will reach out to them to resolve any further issues. Thank you.

  Customer Answer

  Date: 07/29/2025

   
  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:07/21/2025

  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.

  6/28/25 I had contacted Len The Plumber because the drains in the fitness studio I manager were backing up. This was a Saturday, the building maintenance man was off. I had attempted to contact him but he had not responded. A technician was scheduled. I recieved a call saying he was arriving in 30 min along with tracking information. An hour later, he still had not arrived. I was now at work past hours and not collecting any pay for it. I had to reach out to the company. I was informed he had an emergency and they would send someone else; but I had to contact them for this information; they did not reach out me. The technician arrived, I was charged $1200+While I was informed of the price, the technician was not clear about the charges and only responded by claiming it was industry standard...I had no chance to clearly read what I was being charged for as I was only shown an invoice on his phone, mostly the price, I was unable to read the explanation of fine print. I took his word for it as I was in a situation that needed resolved. He did not resolve the issue at all and left saying he couldn't do anything about it, maybe it was a bigger issue. In the meantime, I had heard from the building maintenance and was given the contact information for another plumber. I waited an hour for this plumber to come out. He resolved the issue in 20 minutes for only $400. My inital call was around noon, I left work at 9 pm; missing a family BBQ. Len The Plumber price gauged. Their response was only to refund $400. Let me emphasize that the technician was not transparent about the charges and I was not giving the chance to fully read what was on his phone.

  

  Business Response

  Date: 07/22/2025

  We have formed a mutually agreed upon resolution with this customer. Thank you.

• Initial Complaint

  Date:07/18/2025

  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.

  During the inspection visit the technician was unable to connect his equipment to the outside unit in order to measure the coolant pressure. Although the technician made a few recommendations included if an easy trap and air scrubber, he did not provide guidance to address the inability to measure the coolant pressure. Since the **** coolant pressure is a crucial indicator of the ********** health that identifies if there are any issues with the systems performance, it is concerning to me that this crucial component of the inspection could not be addressed. This is the first time that a technician was unable to measure the coolant pressure for our carrier system since it was installed in 2009. The Description of Work form, that has typos and inaccurate information, does not mention the inability to measure the external coolant pressures or to remove the motor from the internal unit. The total bill was $2,356.00.I tried to contact a supervisor at least five times but no one has returned my calls. I am often on hold for long periods of times and have left several messages explaining the problem and requesting to speak with a supervisor (still nothing).I am requesting assistance from BBB to reach out to a supervisor to help with this situation.

  

  Business Response

  Date: 07/28/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you've experienced. After speaking directly with you, we agreed to have a senior HVAC technician return to your home to address the concerns raised. During this visit, the technician will remove and thoroughly clean the blower motor, as this was not properly done during the initial service. They will also perform a full inspection of the system, including checking the refrigerant levels, to ensure everything is functioning correctly and no issues were overlooked. In recognition of the service concerns and communication delays you experienced, we have issued a $200 refund as a gesture of goodwill. We also understand and acknowledge the importance of having clear and accurate documentation, and we are taking steps internally to address that as well. We appreciate your patience and the opportunity to make this right, and we remain committed to providing a thorough and satisfactory resolution.

• Initial Complaint

  Date:07/15/2025

  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.

  Ive been without air since Friday because of Len the Plumbers technician error.I called them on July 11 because my central AC wasnt blowing cold enough the fan was working, and the system held at 78F. After replacing the capacitor and installing a compressor, their technician fried the control board and left my entire system completely non-functional.Before their visit: airflow.After their visit: total failure.And I still got charged $800.Its been 5+ days in ***** heat with no air, no repair, no urgency, and no follow-up even though their own invoice notes the burnt control board they caused.Other HVAC pros confirmed this was technician error. Yet Len the Plumber wont acknowledge the damage or restore service. Im losing money on a rental and enduring unsafe living conditions.If they dont fix this immediately, Ill pursue legal action l

  

  Business Response

  Date: 07/18/2025

  We are happy to report that this case has been resolved. Thank you!

  Customer Answer

  Date: 07/21/2025

   
  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:07/09/2025

  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:07/08/2025

  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.

  6 June 2024 -My 8 year old AC wasn't keeping up. My condo was 73 (set to 69) and 95 outside. 3 visits from 7-13 June 2024:- Len the plumber said to keep my condo at 70, even in 100 heat waves, estimated repairs would be $4,149.00. They instead recommended purchasing a new unit to ensure my condo would remain at 70. - They measured for the new unit, I accepted and paid $10,649.00 for replacement and installation.- They said the new unit wouldn't fit and cut into my drywall.6 visits from ***** June 2024:- The day after install, my condo was at 77 (set to 69) and 97 outside.- Technicians were at least 4hrs late every visit, didn't have the right equipment, said the unit was defective, replaced the new outdoor unit again, weren't able to figure out why it was 85 inside (set to 70) and 90 outside, stated that no system would be able to keep my condo at 70 in a heat wave.- The same technician that showed up day 1 returned and was frustrated with the unsatisfactory installation as well as the service provided by previous technicians. He found a "very rare valve failure" that seemed to fix the issue.21-23 June 2025 - Temperature 77 (set to 70) and 88 outside. Technician wasn't able to find a problem and recommended that I find my dog alternate accommodations as it would be unsafe for him to be home alone. - Email sent to ******* ***** with chronology of events and request for Len the Plumber's plan to make this right.28 June - 7 July 2025 - Was told that ******* ***** no longer works for Len the Plumber. **** ****** ensured that as the new manager, he would get this taken care of. -Technicians unable to find the issue, reversed one of the "fixes" that a separate technician had previously done saying that would fix it.- Was told by **** ****** that a representative from corporate offices would be contacting me.- Have not received a call back or reply to any emails. Happy to forward as needed.- Daily temperature at least 5 warmer than set.

  

  Business Response

  Date: 07/14/2025

  Mr. ******* has made multiple claims within his statement, and we are investigating thoroughly on his behalf. Bear with us as we do need more time to resolve this case.

  

  Business Response

  Date: 07/16/2025

  ******* update from our Service Manager, ****** ******* - I contacted ******* on Monday at or around 7pm explained that we will rectify the situation. We spoke in-depth about what was going to be assessed on Thursday. I will personally meet with ******* on Thursday at 7am-8am. I will be looking at duct work, indoor system and outdoor replacement, alternative drain reroutes and also tonnage of system. I will send an update after our meeting.

  

  Business Response

  Date: 07/17/2025

  It is my understanding that our Service Manager had a productive conversation. We will be ordering a new system for the *********. Installation is expected to commence next week. I will provide more insight as I receive it. Thank you!

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23567759
  
  I am rejecting this response because: A representative from the business has visited my property to assess the claims. He agreed that the installation wasn't acceptable and is working on a plan to make it right. I am still hopeful at this time that we will be able to resolve the issue.
  
  Sincerely,
  
  ***** *******