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, Inc.

  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:03/14/2025

  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.

  3/13/2025 around 9:30ish. Len the plumber came out to conduct a free heater check-up. I was told this would be a free checkup to ensure my heater was functioning/ running properly. The technician stated that after he check the heater it was “unsafe” to operate so he drilled a hole into my heater stating that he had to do this so that I would have to get the heater repaired. I did not consent to this or he doing anything outside of conducting a free checkup. They stated that they had to do this by law and that the law mandates that they shut off the heat. It is still cold outside and I have small children in the house and it’s still cold outside. I called the company and the manager stated it’s their regular practice to do this. I expressed that I did not give them permission to perform any work and I did not sign a consent or release for them to do any work or destroy my property. They deliberately put a hole in my heater so that I would have to have the work performed.

  

  Business Response

  Date: 03/19/2025

  Mr. *******,
  Thank you for reaching out with your concerns regarding the recent heating system inspection conducted on March 13, 2025. We understand that unexpected safety findings can be frustrating, but our primary responsibility is ensuring the safety and well-being of you and your family.

  
  Critical Safety Issues Identified During the Inspection
  During the routine check-up, our technician discovered severe safety hazards that required immediate action. These included:
  1. A Bypassed High Limit Switch (Severe Fire and Carbon Monoxide Hazard)
  The high limit switch is a crucial safety device designed to automatically shut down the furnace if it overheats.
  In your system, this switch had been jumped out (bypassed), meaning the furnace was operating without any safety shutoff, even if it became dangerously hot.
  This is extremely hazardous because overheating can cause internal components to crack or fail, leading to:
  A fire hazard due to excessive heat buildup.
  A higher risk of carbon monoxide (CO) leaks, as extreme heat can weaken the heat exchanger.
  2. Cracked or Failed Secondary Heat Exchanger (Severe Carbon Monoxide Risk)
  The technician observed water leaking from the bottom of the secondary heat exchanger, which is a strong indicator that the heat exchanger is cracked or has a hole.
  The heat exchanger is the barrier that separates toxic combustion gases from the air circulating through your home. When it is cracked, dangerous gases—including carbon monoxide (CO), sulfur dioxide (SO2), and nitrogen dioxide (NO2)—can leak directly into the home’s airstream.
  Exposure to these gases can cause serious health risks, including:
  Dizziness, headaches, nausea, and confusion.
  Long-term respiratory issues or, in severe cases, carbon monoxide poisoning, which can be fatal.
  3. Excessive Temperature Rise (Indicating Dangerous Overheating and System Stress)
  Your furnace is designed to operate within a 30-60 degree temperature rise range, but our combustion analysis showed it was running at 81 degrees, well beyond safe limits.
  This excessive temperature places extreme stress on internal components, which:
  Increases the likelihood of heat exchanger cracks and toxic gas leaks.
  Creates a potential fire hazard by allowing components to overheat beyond their safe operating range.
  Shortens the lifespan of the system, leading to further breakdowns and costly repairs.

  
  Why the Technician Had to Take Immediate Action
  Given these life-threatening hazards, our technician followed standard HVAC safety protocols and conducted a combustion analysis to confirm the level of danger. To properly perform this test, a small access hole was necessary in the flue—a standard practice in professional HVAC diagnostics.
  Once the analysis confirmed excessive carbon monoxide levels and severe overheating, the technician was obligated to red tag the system and recommend it be shut down for your safety.
  We understand your concern regarding the small hole created in the flue for testing. However, this was a necessary and routine step to ensure an accurate assessment of dangerous gas levels. Importantly, this hole could have easily been plugged at no cost, restoring the system to its original state. The technician offered to properly seal the hole after completing the test, ensuring that the system remained intact. However, at your request, the technician left the premises before being able to complete this step.
  To clarify, this test did not force you into needing any work done. The identified issues with the heat exchanger and safety components were pre-existing hazards that posed a risk to your household. Our technician’s responsibility was to assess and inform you of these risks, not to create them.

  
  Next Steps & Recommended Resolution
  For your safety, we strongly recommend:
  Immediate repairs to restore system safety, including replacing the heat exchanger and reinstalling the high limit switch.
  A full system replacement, as the unit is over 15 years old, has significant internal damage, and poses a continued risk of malfunction and toxic gas exposure.
  We are happy to discuss repair or replacement options to ensure you and your family have a safe, efficient heating system. Please let us know how you’d like to proceed. We appreciate your understanding and look forward to resolving this matter with your best interests in mind.

  
  

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been calling len the plumber since January 9th about unfinished work. The made me by the chimney services for 1800 and yet material is still sitting in my home. Their employees was argueing during the install (the whole time) making me feel uncomfortable and they did not care babies was in the home, and caused a water shower in my basement. I have several videos of them fussing and the 6 inch water damage that was in my basement. Everything I called to see about the unfinished service I get oh "the person is on the field, I will leave them a message wait until next week they should call you back." No one calls back and them the cycle repeats it self. I have several videos I am just going to share 1 here but can send more if needed

  

  Business Response

  Date: 03/14/2025

  Thank you for bringing your concerns to our attention. A manager from our branch has been in direct contact with you, and we are pleased to hear that a resolution has been reached. If you have any further concerns or need additional assistance, please do not hesitate to reach out directly to the HVAC Manager you have been in communication with. They remain available to address any outstanding issues. We appreciate your patience and the opportunity to resolve this matter.

  Customer Answer

  Date: 03/18/2025

  
  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.
  To a point. I am satisfied that the work will be completed but not with the damage that I have lost.
  Sincerely,
  
  ****** ************

• Initial Complaint

  Date:03/04/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new whole house filter, a water softener, a sanitizer, and a new hot water heater on 2/28/2025. The installation was not completed on 2/28/2025 and the tech was supposed to come back out to my home the morning of 3/3/2025 to complete the installation. I took off work on 3/3/2025 so they could complete the installation. I waited until noon on 3/3/2025 without hearing from the tech or the company, so I began calling them. I called 4 times between noon and 5pm. Each time I was told that someone would call me back within a few minutes. As of 5 pm, no one ever called me back. At 2:16 pm on 3/3/2025 I received a text message from the Len the Plumber company saying the tech would be at my home between 2:00 pm and 5:00 pm on 3/3/2025. As of 5:00, I still have not seen any tech, no one has called me back, and my new equipment is still not installed. Worst company I have ever dealt with!!!

  

  Business Response

  Date: 03/14/2025

  Our records show that the job was completed, and our manager has made multiple attempts to contact the customer via phone to ensure their satisfaction and address any further questions or concerns. We are glad to hear that the matter has been resolved.

  Customer Answer

  Date: 03/17/2025

  
  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:02/26/2025

  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.

  On February 17, 2025, I scheduled an appointment with Len the Plumber for a hot water heater estimate. Plumber Anthony E***** arrived and spent about an hour at my home, discussing various options, including tank and tankless water heaters. After the discussion, he emailed me the estimates and an invoice for $49, which I understood to be the trip charge, as expected. Before leaving, he mentioned an additional $346 fee, stating that it would be refunded if I moved forward with the purchase. He had me sign his iPad, stating that what I was signing would be emailed to me. I verified that the job number on the invoice matched the estimate I received, and based on how the fee was explained, I believed it was a deposit, not a separate diagnostic charge. At no point before providing the estimate was I informed that I would be charged $346 just for an estimate. It was only mentioned after the discussion when he was ready to leave. I ultimately decided to go with another company, so on February 18, 2025, I called customer service to request a refund of the $346 charge, minus the $49 trip fee that I was fully aware of. At that time, I was informed that the $346 was a "diagnostic fee," not a deposit. This was never made clear to me during the visit. I asked to speak with a manager, and on February 26, 2025, Kraig R******* called me and reiterated that the fee was a diagnostic charge and non-refundable. He stated that because I had signed for it, there was nothing they could do.

  

  Business Response

  Date: 02/26/2025

  While we apologize for any confusion. As you stated in your complaint, "...he mentioned an additional $346 fee, stating that it would be refunded if I moved forward with the purchase."  The fee itself would have been applied toward the work had you moved forward but the diagnostic fee is a charge for the diagnostic services rendered that day and is not a refundable deposit. 

  Customer Answer

  Date: 03/01/2025

  On February 27, 2025, I received a callback from Kraig R*******, which I believe was in response to my BBB complaint. During the call, I was offered a full refund of the $346 charge.
  
  
  I later received confirmation from Carol S******** in the Accounts Receivable department that the refund had been processed. I have also verified that the refund has been successfully credited to my bank account.
  
  
  As a result, I now consider this issue fully resolved to my satisfaction, and no further action is required.
  
  
  Thank you for assisting with this matter.
  
  
  Best,
  ****** *******
  

• Initial Complaint

  Date:02/12/2025

  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.

  transaction date - January 16, 2025 - I paid $681.00 to remove a "soft" clog in a basement toilet. I agreed to get a receipt by mail. I called three times about the receipt being mailed and correcting the name that was wrong on the account. Because, I did not agree with the pricing and a second person entering my home that they did not inform me about, I feel I have met with opposition in obtaining the receipt for payment of services performed. I would like the receipt as I keep a receipt file of all repairs done at my home.

  

  Business Response

  Date: 02/20/2025

  We apologize for any miscommunication. It does appear that the invoice was emailed to Ms. ***** 2-3 times on 1/17, see attached screenshot. The first attempt was kicked back as the email address was missing but the 2nd 2 should ahve gone through; perhaps they went to spam? I'm not sure. Regardless, the 2nd attachment is a copy of Ms. *****'s invoice for her records.

  Customer Answer

  Date: 02/21/2025

  
  Complaint: ********
  
  I am rejecting this response because:   I have not seen anything yet; it is not in Spam.  The serviceperson said that I had the option of receiving the receipt by mail.  I did not give him my e-mail address; the serviceperson came into my space with an attitude; when I called inquiring about the receipt, I got more attitude.  Even more, when I questioned the pricing.  They made me aware that there is some internal conflict or lack of professionalism that they decided to pass on to the customer.  I would like to have the proper receipt mailed with the corrected name so that I can be done with this business.

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

• Initial Complaint

  Date:02/11/2025

  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 needed to get two lines unclogged and they came out to snake them yesterday. While here the tech for some reason touched the faucet in the kitchen and since then we have no how water. We said something to the tech then and he said it was because he's used a lot of hot water. Which seems unlikely. We waited and it never came back. Called back last night once we noticed that and scheduled someone to come out today. They were late and annoyed we checked on them even though their dispatch said they were 5 mins out for 30 mins. They got here and barely looked at it, said they didn't do anything and smirked condescendingly and tried to slam the door before I caught it. I want them to fix the issue they caused that was not happening before they did whatever they did.

  

  Business Response

  Date: 02/17/2025

  While we appreciate the customers concerns regarding her faucet, the drain cleaning that we performed would not have impacted the water system.                      

• Initial Complaint

  Date:02/03/2025

  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.

  I am writing to formally file a complaint against Len The Plumber Heating & Air, LLC, regarding their installation of a brand-new water heater at my home on Jan 17, 2025. Unfortunately, the unit stopped functioning just two weeks after installation, leaving my family—including a young child—without hot water for basic needs such as showers, dishes, and laundry. Upon discovering the issue, we promptly contacted Len The Plumber Heating & Air, LLC on Feb, 1 2025 and was assured that a technician would arrive within five hours to address the problem. However, no one showed up, and despite my repeated follow-up call, the company has failed to provide the promised service in a reasonable time frame causing significant inconvenience and distress to my household. This lack of responsiveness and failure to honor service commitments is unacceptable, especially considering that we paid for a brand-new water heater expecting reliable performance and prompt customer support. I am requesting the BBB to intervene in this matter and hold Len The Plumber Heating & Air, LLC accountable for their negligence. I would like the company to immediately send a qualified technician to fix or replace the faulty water heater and ensure that their future customers do not experience the same frustration. Please advise on the next steps to escalate this matter if necessary. I appreciate your assistance in resolving this issue.

  

  Business Response

  Date: 02/13/2025

  This case has been resolved. We went out on 2/6/25 and replaced the faulty water heater with a new one, under warranty at no cost to the customer. Thank you!

  Customer Answer

  Date: 02/14/2025

  
  Complaint: ********
  
  I am rejecting this response because:  Len the Plumber, LLC entirely ignores the core issues of my complaint, which include:

  A 24-hour delay in addressing the initial issue and 24 delay in replacing the heater, leaving my family without hot water for basic needs.
  Failure to properly diagnose the issue during the first technician's visit, which led to an additional 48-hour delay in resolving the problem.
  Extreme professional negligence, as the first technician concealed the fact that the electrical components of the heater had caught fire and burned, creating a severe fire hazard that could have resulted in loss of life or property.
  Failure to provide timely, responsible, and transparent service despite repeated calls and urgent requests.
  Replacing the unit after causing significant inconvenience, stress, and endangering my family’s safety is not an adequate resolution. The company's failure to act responsibly not only disrupted our lives but also put us at serious risk of a fire that could have been fatal.
  Given these facts, I am requesting a full refund for the original cost of the installation and water heater, as compensation for:
  The inconvenience caused by repeated delays and lack of hot water.
  The negligence that exposed my home to a potential fire hazard.
  The complete failure of the company to handle the situation with professionalism and urgency.
  I urge the BBB to continue investigating this matter, as Len the Plumber, LLC has not taken responsibility for their actions. A simple heater replacement does not erase the serious risk they concealed or the stress they caused my family.

  Thank you!
  Sincerely,

  *******

• Initial Complaint

  Date:01/30/2025

  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 1/20 we agreed to a replacement of our hvac heat pump and air handler including installation. Included in the contract was replacement of the humidifier and replacement of the existing whole house electronic air cleaner with a HEPA air purifier. Unfortunately, the air cleaner did not appear to be in the equipment the installers were given. We paid 1/3 down with remainder following installation. The system was installed on 1/24/25. They did not install a new HEPA air purifier but still removed the internal components of our existing cleaner. One the next day we realized the system was operating in emergency heat mode. We also identified that the humidifier was not operating as well. We called a technician on 1/25/25 who saw that the unit was displaying an error message of refrigerant being low. He did not have the refrigerant needed. I had to call for another technician the next day who identified a problem with the install and that a valve needed to be replaced in the heat pump. He also thought the humidifier was likely wired wrong or the solenoid valve was defective. He didn't replace the solenoid or look at the wiring. He did not order the part he said the heat pump required either and Len the Plumber has failed to communicate anything. The system is still not functioning (except in emergency heat mode) and we have called everyday (sometimes many times) only to be informed that they would forward message to management and/or dispatch. In emergency mode, we are paying exorbitant amount for the electricity.

  

  Business Response

  Date: 02/06/2025

  Good morning, Our technician went out to Mr. ****** residence to resolve any ongoing issues. The unit was tested several times while on the site and is operating as it should. Mr. ***** was pleased , we believe that this case is resolved. Thank you.

• Initial Complaint

  Date:01/28/2025

  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 August 5,2024, I hired LEN The Plumber, for problems related to kitchen sink backup. They sent a technician who snaked pipes and installed a new cleanout plug. We still continued to have issues with water leaks and backup. LEN sent out a new plumber who stated that we had a broken pipe under ground in the basement which required an excavation to be replaced. That work was done on Aug 12, 2024, and I paid $10,000. We continued to get water and leaks at the repaired site after sending 3 separate plumbers, LEN stated that we need a new excavation to resolve the problem. That new Excavation was completed on November 19, 2024. The new plumber removed all of the new pipes installed by the first excavation team and replaced them with new larger pipes. The charge was $12,000 to replaced the work LEN had previously done with guarantees. In fact, I had spoken with a LEN supervisor who assured me that if they had to open the floor it would be at LEN expense. I reached out to LEN on December 16, 2024, by letter requesting an adjustment of $10,000. If the original work had been done properly, the second excavation would not have been required. I have not received an official response . I did receive a phone call from a LEN supervisor who promised a review and adjustment. I have used this company for years with only 1 complaint previously. I have used them because they have been dependable although they are slightly more expensive than some others. But their reliability was more important and I had never had a major problem before. I believe I was taken advantage of in this case. Thank you.

  

  Business Response

  Date: 02/06/2025

  I apologize for the delay in responding. Following is the feedback I've received from our Branch Manager to date - 

  Our initial contract with Mr. and Mrs. ********* was entered into on August 12, 2024, for the purpose of repairing a broken pipe located under the concrete floor. This scope of work included the removal of concrete and a rough-grade rebuild. All work was completed to the customer's satisfaction, with no outstanding issues reported.
  On November 20, 2024, we entered into a subsequent contract with Mr. and Mrs. ********* to address an additional section of pipe that required repair. We provided a detailed estimate for the necessary work, which the customer reviewed and accepted. In consideration of their additional needs, we also extended a credit to the customer as part of this agreement.
  Both contracts were executed in good faith, with clear communication and mutual agreement on the scope of work, pricing, and terms.

  Customer Answer

  Date: 02/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:  LEN Plumbing merely repeats that they performed two procedures at our home, leaving out the fact the second job was required due to the fact that the first plumber failed to do a completed job which necessitated the second procedure. After the first procedure LENN sent 3 plumbers out because we continued to get water leaks from the site. 
    If the work had been done properly the first time, this would have not been required. However, I am not going to continue my complaint, LENN has no intentions of making this right, they did give me a $3000 credit recently. although this is inadequate, I am just so disappointed with a company that I have held in such high regard in the past. I don't know if I will use them again in a big job.  Thank you for your efforts to try and get LEN to satisfactorily address this matter. 
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:01/09/2025

  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.

  These guys broke the valve on my toilet after doing work and didn’t even bother to say anything. And what’s a joke is they should have never taken my toilet off in the first place and used the outside access line to check my sewer line. They lied about there not being one to charge me $500 to take my toilet off and put it back on, breaking it in the process. You guys should be refunding that $500 and fixing my toilet valve for free

  

  Business Response

  Date: 01/09/2025

  Thank you for bringing this to our attention. A Manager at the Branch was in touch with Ms. ***** earlier today to resolve her complaint as it came through from another source. We do believe that we've reached a resolution with Ms. *****. Please let us know if that is incorrect. Thank you.

  Customer Answer

  Date: 01/09/2025

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