ComplaintsforLen The Plumber, Inc.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about July 19, 2024, I hired Len the Plumber, located at 207 Witmer Road, Horsham Pennsylvania (hereinafter, “Your Company,” “You” or “Len the Plumber”). My express reason for hiring your company was that I have a leak coming from my bathtub. Your technician advised that recaulking my tub, at a cost of $360, would rectify the problem. I was charged $360 for “locat[ing the] leak” and “diagnos[ing] the leak source.” This is memorialized in your Invoice #*********. Despite your technician’s assurances, caulking my bathtub for $360 did not resolve the problem and my bathtub continues to leak onto my subfloor and into my basement. Thus, demand is made that you refund me $360 forthwith. Pennsylvania’s Unfair Trade Practices and Consumer Protection Law prohibits “(iv) Using deceptive representations or designations … in connection with goods or services,” “(v) Representing that goods or services have … characteristics, … uses [or] benefits … that they do not have” and “(xv) Knowingly misrepresenting that services, replacements or repairs are needed if they are not needed.” Here, your company used deceptive representations in connection with the services provided when you advised me that caulking my bathtub for $360 would resolve the leak issue in my bathroom, which it did not do. Your company was further deceptive when it stated that it would “locate the leak” and “diagnose the leak source” but failed to do so, as is evidenced by the fact that the bathtub continues to leak. Your company represented that the service of caulking my bathtub for $360 would have the benefit of stopping a leak, which it did not have. Lastly, I believe, and intend to prove in Court, that your company knowingly misrepresented that the said services were needed to stop the leak, but they were not needed.

  

  Business response

  07/23/2024

  Out reach to Mr. ********* began Monday morning after receiving the same complaint via fax and email. A refund of the requested amount has been honored. It generally takes 7-10 Business days for customers to receive refunds. Thank you.

  Customer response

  07/24/2024

  
  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

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Due to a leak caused by a toilet, lem the plumber was contacted. Wes J******, the plumber came and sajd it was due to a faulty toilet which needed to be replaced. Price was $821 to complete. He also stated we may want to consider also changing the whole piping system and the water tank. That would be an added $3300. As the issue was with the leaking toilet we asked that the toilet issue only be handled. He replaced and installed a new toilet. Nothing more. Bill was to be $821. I asked for a receipt which he was to email me.. Not only has a receipt not be sent but worse i checked my bank and discovered he charged me for $4127 which would have been forr the other work which wasnt done.

  

  Business response

  07/12/2024

  Thank you for reaching out to us. Unfortunately, we've been unable to locate a job order using your name, phone number and/or email address. Please share the job number or street location where services were provided so that we can investigate your claims. Thank you!

  Customer response

  07/12/2024

  
  Complaint: ********

  I am rejecting the reponse below because:
  This is truly a fraud.  My husband and i have reached out several times to your company on this.  Mitch Lomax who is the manager stated he had the record.  He has our address and phone number.

  Address is **** ********* ** *** Washington DC 20015.  The plumber who came was Wes J******.  

  Stating you have no record ia clearly an added proof of the fraud.
  Sincerely,
  
  ******* *******

  

  Business response

  07/15/2024

  We have contacted this customer, apologized for the error in billing, and issued a refund for the incorrect overcharge. Thank you. 

  Customer response

  07/16/2024

  
  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. But i would like to note that i reached out many times and was ignored and no they did not apologize and only did a when i also shared the information with the CEO.  They then apologized and refund issued.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 15, a technician came to repair an AC unit that was cooling completely fine but that had a leak. The technician proposed $1900 in repairs, including the thermostats, wiring, and adding a hard start. I was assured repeatedly this would fix the problem. The repairs were completed and the technician turned the AC back on.... Only for us to find a few days later that nothing had changed and it was still leaking exactly the same. They sent out a new technician who diagnosed the problem completely differently. I spoke to a manager on June 18 who reviewed the case and agreed that the repairs performed were unnecessary and that my payment of 1736.59 (I had been given a 'discount' for signing up for their service plan) would be refunded within 10 days. I still have not received a refund. I tried to follow up directly with the company and was told someone would call me back to discuss when I would receive the refund. I still have not received a call back.

  

  Business response

  07/11/2024

  ****, Thank you for taking our call to discuss your concerns. We are pleased to know we were able to come to a resolution for you. We do apologize for any and all inconvenience you have encountered with our company.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A technician, Mr. Davin D****, came to my home on Oct. 2, 2023 to inspect my multiple split air units and afterwards to give me an estimate to repair and maintain each unit. The estimate #********* is no longer available electronically. After the inspection I was given an agreement to sign (supposedly) to cover the additional 5 split air units under my husband and my account. Apparently I signed a membership to which there are no benefits to us being we are not a customer of Len the Plumbers. The amount of $21.59 has been debited from my checking account in the amount of $21.59 on the 16th of every month since November 16, 2023. I am requesting that my debit account be credited in the amount of $172.72. When I called Len the Plumber’s customer service line I was transferred to a rep. who explained to me the next step. As requested, I sent an e-mail on March 11, 2024. I today I called my back and plan to go to my branch to file a complaint. I also called Len the Plumber’s customer service line. The young man could not give me the corporate office’s complaint line or the membership dept. The customer service person would not give me his name nor would he give me another supervisor’s. He did leave a msg. for another supervisor, whose name I didn’t write down, who has plans to call me within 48 hours.

  

  Business response

  07/11/2024

  *****, Thank you for taking our call to discuss your concerns. We are pleased to know we were able to come to a resolution for you. Your feedback is invaluable, and we appreciate your patience. 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We get water for our home based on a well system. On May 15, 2024, Len the Plumber Heating and Air was contacted and performed an evaluation of our water pump system which had ceased to operate, meaning, we had no water. The initial evaluation cost $239.00. The service technician determined that either the 20yr old water pump would need repair or replacement, the next morning (May 16th) we opted for replacement and returned the signed invoice (#426309998) and paid the down payment ($1,307) for the job which was immediately extracted from my credit card. The service technician arrived on May 16 unable to start working on the job because another service contractor (well drill) was needed to assist and be contacted by us. The service technician did not appear to have the proper equipment, used his cell phone light to peer down a 150 ft deep well??? We lost confidence in this company's ability to handle to work as assessed, therefore we asked them not to continue and leave. That same day, we requested a refund of the deposit $1,307 for a job not completed, and were instructed that a refund was approved by the team manager Mike V***** (sp) and it would take ~10-14 business days to process, After 14 business days (June 5th), I contacted Len the Plumber to get a status, approval of refund was again assured and I was transferred to the processing department. Ms. Queen, of that department stated that she had just received the approval for the refund yesterday (June 4th) and that it would take another ~10-14 (or less) business days to be reconciled (June 25th). Today, June 11th, I contacted Len the Plumber for a status update, Ms Queen was busy on another call and to my surprise, I was rudely disconnected after asking for assistance from some else who's available. I'm unable to understand and extremely upset that it takes 1-2 minutes to receive a payment and nearly a month to get this reconciled. I'm very disappointed in how this company has handled this matter.

  

  Business response

  06/13/2024

  We do sincerely apologize for the delay of this refund. I’ve spoken to our accounting department, and they did receive the refund paperwork on 6/4. Unfortunately, we cannot control how long it takes for the banks to receive/transfer funds.

  Customer response

  06/14/2024

  
  Complaint: ********
  
  I am rejecting this response because this company was clearly aware on May 16th that the work was not performed and acknowledged that a refund was due to me.  Even with the company's processing time, given today's speed of electronic transactions, it should not take this long to reconcile this issue.  
  
  Sincerely,
  
  ****** *****

  Customer response

  06/15/2024

  This is an update to yesterday's rejection of the company's reply.  I am acknowledging receipt of the amount owed to me. I am now satisfied.

  Customer response

  06/17/2024

  Payment has been received. This matter has been resolved to my satisfaction.

   

  Regards,

  ****** ***** 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got my main sewer line replaced by Len the plumber. Then replaced the sewer line but ripped half my floor up removed drywall and broke my vanity. I have tried to call them several times but no-one I mean no-one has called me back. Im looking for them to fix my bathroom and floor they had no promission to tear apart my basement.

  

  Business response

  06/18/2024

  First and foremost our company does not offer, or engage in, Restoration services. While we refer other companies for services we do not offer, we do not enter into any agreements for these type of service, nor do we oversee 3rd party companies a customer may have contracted with.  In this case, we were contracted for a sewer replacement (see invoice attached) which we did to the customers satisfaction. The sewer excavation was completed externally. The only service we performed within this home were 2 drain cleanings and camera inspections. None of the work that we performed internally would have caused destruction to this customers bathroom.

  Attached you will find the invoice for work performed.  It is my understanding that this was originally an emergency job that was agreed upon over the phone when the customer supplied his credit card for the full payment. To our knowledge the attached signatures belong to either the customer or his tenant.

   

   

  Customer response

  06/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: When LTP has a job that doesn't go right they hire a restoration company and the restoration company bills LTP according to there Salesman that sold me the job. I also contacted that restoration company(the one they say they use exclusively) they told me they use several different companies. They came to my house in late Jan to fix a clogged pipe that backed up because they didn't clear the line totally. That same day I got a call from my tenant saying they were putting fans in my basement. They tried to get me to pay but I said it was under warranty from LTP and he left. I was asked by my tenant when the guys where going to come back to finish the bathroom. I told her to sent me pictures she waited a while then sent them to me in late May that is when I contacted LTP to fix the problem. I was contact by the salesman and was emailed by there vp of sewer sales. LTP doesn't even have the courtesy to call and have a conversation with me. They can assume what happened but no-one from there management team was there to witness anything. I am 100% confident that they hired these people to do this to my bathroom. They should be responsible to fix it.
  
  Sincerely,
  
  **** ******

  

  Business response

  06/24/2024

  As previously stated, Len The Plumber does not contract, or oversee, restoration companies. We do not engage in restoration services. The extent of our involvement is to refer the customer to our recommended restoration company. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 11/17/2023, I had my first scheduled appointment for heating service. The total cost was $1,522.59 which included the monthly maintenance agreement. I agreed to the maintenance agreement because the tech informed me that I would receive discounts on equipment and priority service. The heating problem resurfaced a week later. I called LTP on the weekend of 11/24 to report the issue and was scheduled to have a tech return on 11/27. The same tech returned to service the unit at an additional cost of $652.00. 05/16/2024 was my scheduled A/C tune up. My unit was blowing air, but it was not cool. The tech explained that there was some disconnect between the outdoor unit and the main unit and that I needed two parts replaced to get the AC running properly. The total cost was $844.00. 06/08/2024, the same cooling issue resurfaced. I called LTP and spoke with a rep who told me a tech would be out either that day or the next. I did not receive a call from LTP either day. At this point, I have spent a total of $3,018.59 on subpar service from LTP and I do not have confidence in LTP. I do not have a working unit, and now have another contractor scheduled to reevaluate my system and fix what was not fixed. I have worked with other similar companies that provide a suite of services and never spent this much money, time, and worry about the quality of the service I received. Moreover, the maintenance agreement does not accomplish anything for the homeowner. I have not been treated as a priority customer at all. Ultimately, when I sign off on work, I expect quality products (definitely did not receive quality products), quality service, and dependability. I have not received this from LTP and I feel like I have been swindled and that something fraudulent is going on here. I want my money back and I want out of the maintenance agreement.

  

  Business response

  06/14/2024

  We do apologize for any and all inconvenience this customer encountered with our company. We have come to a mutually acceptable resolution and hope to be of service to Mr. ******* in the future. Thank you.

  Customer response

  06/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am unaware of any "mutually accepted resolution" reached by Len The Plumber, Inc. I would like the company to provide me with this information in writing to review.
  
  Sincerely,
  
  ****** *******

  

  Business response

  06/20/2024

  We do apologize for any and all inconvenience this customer encountered with our company. We have connected with Mr. ******* and have come to a mutually acceptable resolution. We hope to be of service to Mr. ******* in the future. Thank you. 

  Customer response

  06/21/2024

  
  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.

  I spoke with the Branch Manager who agreed to process the refund as requested.

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

• Initial Complaint

  06/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently engaged Len Tech for a plumbing issue, kitchen sink leaking into the basement. Unfortunately, after an initial evaluation, they referred me to another company to remove a kitchen cabinet obstructing access to the pipe. However, the second company declined the work as they are a restoration company not a cabinet/handyman shop; they said they could do the work for $600 but there was no warranty they will get to the pipe. The incompetence of Len the Plumber has resulted in loosing two days of work, the Len Tech has already taken a $320 deposit and the local manager is not returning my calls/text messages.

  

  Business response

  06/12/2024

  It is my understanding that a member of our team spoke with Mr. ***** on 6/6 and resolved his concerns. Feedback from Mr. ***** received on another review platform states the following, "German M. did an amazing job.....I will be editing/deleting the reviews to include praises for a job well done". We believe this case to be resolved. Thank you!

  Customer response

  06/13/2024

  
  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

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We hired Len (“LTP”) to install a hot water heater. LTP’s unit never worked. LTP will not refund us. Before we hired them, LTP confirmed a) gas pressure was ok and b) existing venting could be used. LTP’s unit failed because both a) and b) were untrue. LTP admitted their mistake on gas pressure. The gas company upgraded our gas, and the unit still failed. After a winter month without hot water, a new plumber confirmed the venting was wrong. LTP gave a partial refund but charged $2565 for “time and labor.” Then LTP promised a “full[] refund” on May 3. No refund issued. 1. 1/5 LTP proposed new gas tankless water heater. We (homeowners) both brought up low gas pressure. LTP promised gas was sufficient. We both asked about venting. LTP said they could use existing vent. We agreed to hire LTP and paid $4500 deposit. 2. 1/6 LTP installed unit. No hot water. LTP said problem was low gas. Technician admitted to supervisor we asked about gas and he make a mistake. LTP supervisor promised to handle upgrading our gas pressure with gas company. 3. We refused to pay more until unit worked. LTP supervisor threatened us unit would be uninstalled, LTP would keep our money. We paid additional $2066. 4. LTP failed to work with gas company. We worked with gas company. Meter upgraded to highest gas pressure available. LTP unit still failed. 5. New company Master Plumber confirmed venting was wrong. LTP unit required concentric vent (as stated by sticker on unit, manual, looking at hookup). We contracted with new plumber for uninstall of LTP unit, new unit with proper venting and gas. 6. We filed chargeback. Credit card required LTP contract. LTP refused to provide. Chargeback failed. 7. We repeatedly called and emailed LTP. LTP eventually agreed to partial $4000 refund We objected. 5/3 LTP promised full refund. No refund; LTP no longer replies to our emails. We request a refund of the remaining $2566.

  

  Business response

  06/10/2024

  It is my understanding that efforts were made to resolve this issue to no avail. Our Branch Manager has informed me that they will pick up the unit we installed, that was removed by the second company and then prepare the final refund.

  Customer response

  06/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The Len the Plumber DC Territories Manager, Mitch, has already said he would provide a full refund.  We have offered repeatedly to have someone come pick up the unit--which has been sitting in the living room of our small row house for SIX months. It has gone unclaimed, and no one has reached out to us to arrange pickup in all that time.  We have called and emailed so many times, and have gotten no response in over a month.  See attached emails.  The proposed response is a step backwards.  We have given ample opportunity to come retrieve the unit, and we will still agree to reasonable terms for Len to retrieve the unit if desired, but we request a full refund as promised and as due after the dozens of hours we have wasted with this business just trying to get our money back after THEIR mistakes. 

  Sincerely,
  
  ****** ***

  

  Business response

  06/12/2024

  A refund for the remainder of the invoice was sent to our Accounting department. And, I have been informed that a technician will be sent out early next week to pick up the unit. Thank you.

  Customer response

  06/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  As noted in our previous communications, Len the Plumber has already promised a refund is being processed, and we have never seen any indication that a refund has been issued.  There is no refund on our credit card as of COB Monday June 17th, 5 days after receiving their response through the BBB stating a refund is in process.  This is the second time a full refund has been promised, but not been completed.  As per the DC Territories Manager's email on May 3rd - "I have initiated the process of you being fully refunded and I should be able to send confirmation on Tuesday [May 7th]."    

  Further, we have not received communications from Len the Plumber arranging for a technician to pick up the hot water unit - as they also said they would do in their response on June 13th.  It is still sitting in the living room of our 900-square-foot house and has metal parts sticking out that could be dangerous to our children.

  Sincerely,
  
  ****** ***

  

  Business response

  06/21/2024

  We apologize for the inconvenience you've experienced. We attempted to pick up the unit on June 17th but missed you at home. As stated, the refund has been processed by our accounting department. Please contact our office at your earliest convenience so our manager can discuss arranging another pickup and addressing your concerns.

  Customer response

  06/24/2024

  
  Better Business Bureau:
  
  Although it has taken longer than expected, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The refund has finally been processed and the unit was picked up. 
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Incident date 05/10/2024 Done Right Today provided a service and they noticed that the pipe not attached to my gas water heater their protocal is to disconnect or fixed before leaving my residence. They fixed the pipe stating that it was attached correctly I didn't notice how long the pipe was disconnected. I've made numerous calls to Len The Plummer was told that my concerns was escalated and that I'd receive a phone call to resolve this matter. As of today no one from Len The Plummer has called me to discuss or make the matter right so this is the reason for me filing this complaint.

  

  Business response

  06/07/2024

  We have spoken to Ms. ***** and came to a resolution that satisfies both parties. Thank you.

*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. ↩